Work with product line managers and marketing to ensure product functionality, including out-of-box testing to ensure that all requirements are met and the product adheres to the highest quality standards before releasing the product worldwide. Subject-matter expert for the WD My Cloud network-attached storage (1, 2, and 4 bay), WD ReadyView surveillance system, WD My Passport Wireless, WD TV, WD Sentinel, WD My Net, WD My Book Live, WD My Book World, WD ShareSpace, WD legacy My Book/My Passport, and SanDisk Ixpand Wireless Chargers. Analyze and document any failures in the field to safeguard the issue is resolved in a timely matter and will not occur again. Provide technical solutions for critical customer issues that have been escalated back into development from support, and executive management, preventing further issues for our broader customer base. Coordinate and provide training for new product releases to the local customer support staff, Call Center staff, and other Support Engineers. This training consists of product design, features, functions, any known outstanding issues, knowledgebase articles, and SOPs.Analyzing the Salesforce and Oracle service cloud Customer Records Management (CRM) to show any issue trends, create Engineering bug tickets (JIRA) for top field issues, and update knowledgebase articles to reduce customer support call volume.Draft, update, and publish all knowledgebase articles related to my product lines to ensure the highest level of self-service support.

Work with product line managers and marketing to ensure product functionality, as well as out-of-box testing has met all requirements and adheres to the highest quality standards before releasing the product worldwide. Subject-matter expert for the WD My Cloud network-attached storage (1, 2, and 4 bay), WD ReadyView surveillance system, WD My Passport Wireless, WD TV, WD Sentinel, WD My Net, WD My Book Live, WD My Book World, WD ShareSpace, WD legacy My Book/My Passport, and SanDisk Ixpand Wireless Chargers. Analyze and document any failures in the field to safeguard the issue is resolved in a timely matter and will not occur again. Provided technical solutions for critical customer issues that have been escalated back into development from support, and executive management, preventing further issues for our broader customer base. Coordinate and provide training for new product releases to the local customer support staff and the Call Center staff. This training consists of product design, features, functions, and any known outstanding issues. Analyzing the Salesforce and Oracle service cloud Customer Records Management (internal software), which involves creating bug tickets (JIRA) for concerning issues, and/or updating existing knowledgebase articles to reduce customer support call volume.Draft, publish and update all knowledgebase articles related to my product lines to ensure the highest level of self-service support.

Product and customer calls escalated for disposition and resolution via CRM ticketing system or call back. Post call resolution is to determine the reason the call or issue had to be escalated, and then create a knowledge base answer, or internal memo, or lead a training meeting for the call center.

As the store supervisor, all order disputes, issues, and refunds would be escalated to me for disposition and resolution.

Handle calls escalating from our level I support call centers.

Partner to the Corona chapter of the California EDD. Set-up and lead weekly meetings for the team to provide help with resume and other job finding techniques. Help start a video resume program.

Provided on-site System Administration at the 1.5 Million sq ft warehouse. Set-up and configured PC workstations throughout the warehouse and administered local AD users/policy.

Contracted on-site IT services by Taisei Construction Corp. Performed all IT services including; all add/move/change, software installation, computer and printer repair, server installation and upgrades. Managed all helpdesk related services. Travelled to construction sites to resolve all computer released issues.

Served on this board of directors as member and treasurer during my six year service. Performed all duties including: budgeting, code inforement, policy creation and respond to recurring and non-recurring projects. Board maintained consistant balanced budget.