Sales, support and consulting on:Bar code labels;Scanners;Patron cards;Receipt printers;Library hardware/software startupsHandled processing and support for inbound customer sales and for technical service calls on technology product sold by Vernon Library Supplies. In charge of sales and support for bar code labels, patron cards, as well as technology products such as digital scanners, bar code duplicators, receipt printers and library software. Performed custom programming for customers on scanners, bar code duplicators and receipt printers. Created and managed training documentation for sales and support in my areas of specialty. Interacted directly with Customer Service management and Marketing department to assist with day-to-day operations as well as researching new products and sales leads for Vernon's core customer base. Assisted Operations manager with yearly warehouse inventory of products.

As Cutting Machine Specialist, provided frontline support and troubleshooting on Nien Made blind cutting machines used in Home Depot and Home Depot Supply stores in the United States and Canada. Provided parts shipping info for local technicians ordering parts for machines. Trained Home Depot associates and technicians in person and over phone in the use of these cutting machines, and in basic troubleshooting techniques. Drafted manuals for machine operation and troubleshooting, and reviewed current documentation and policy for possible improvements. Established a HelpDesk to track support calls and analyze for common issues that needed to be addressed. Provided feedback to the company’s manufacturing facilities overseas for improvements and innovations in the cutting machine as well. As MIS Support, provided troubleshooting and support for workstation and network issues in Atlanta regional office for the company’s central MIS branch in California. Advised on new purchases and upgrades needed for the office network and facilitated local purchases of computer equipment and supplies.

Provided frontline technical support to the clients of this I.T. consulting firm and Top 25 Small Business for 2005/2006 (as awarded by the Cobb County Chamber of Commerce). Support ranged from basic hardware troubleshooting to software configuration and setup. Trained in both remote and onsite support of client workstations and peripherals. As DataSafe Director, oversaw the transport, security and maintenance of external client database backups; regularly checked those backups for viability and for problems. As HelpDesk Director, oversaw the bulk of incoming support requests from our clients, delegated client tickets to Carceron technical specialists and managed ticket flow, and ensured accurate data entry for HelpDesk tickets. Regularly assisted upper management in administrative duties, such as: payroll and invoice creation/management via Intuit QuickBooks, management of client account files, maintenance of the Carceron Operations Center, acquisition of supplies, equipment and software for Carceron and its clients, and oversaw receipt and delivery of goods through our bonded courier service as well as via USPS and UPS.

Responsible for incoming calls for clients enquiring on the status of their laptop computers being repaired at one of IBM’s Repair Centers; occasionally acted as an Escalation Representative for problem clients: ISO agent for department security audits; technical support for IBM laptop computers. Work involved regular disassembly and assembly of laptop computers, working on computer databases, entering information on those databases and/or creating new files with regard to incoming calls, maintaining client databases/files and insuring correctness of those files in regard to any hard copy information obtained. Customer contact for problem clients as well as insuring the correctness and security of information obtained and entered. Provided hardware/software support for customers calling in for help with their IBM and Gericom laptop computers.