•Provide white-glove support to our largest customers facing critical issues. Instill trust and confidence in the customer regarding our support.•Assist my team and other members of the organization with any questions they have regarding the cases they currently own via calls or daily stand-ups.•Create/Manage/Resolve escalations to the Microsoft Product Group. Work closely with the Product Group to identify further trouble-shooting steps and resolution-paths to relay to my engineers.

•Trained new employees on internal processes as well as how to manage their day-to-day workload. Trained new employees on how to investigate issues as they arise and how to effectively resolve them by conducting preliminary trouble-shooting steps before investigating further.•Resolved issues for customers of high-importance in a rapid and efficient manner. Assisted my team-members with high-level issues that were difficult to resolve.•Managed cases that were already escalated to the Microsoft Product Group and relayed trouble-shooting steps/resolutions to the customer in an efficient manner.

•Diagnosed and resolved issues that customers faced while using O365 cloud-based products. •Became proficient in using available, external and internal documents to assist in trouble-shooting problematic issues for the customer. •Relayed trouble-shooting steps to customers via email and over the phone/meetings.

•Transcribed depositions for record keeping and future use.•Brought filings and other important documents to the court-house and other law offices in the area.•Assisted lawyers with day-to-day tasks such as: printing documents, organizing records, etc.

•Resolved technical issues for clients in person, on the phone and through email. Most problems would be solved over the phone concerning the tablet being slow and/or the software displaying known issues. If the issue was not able to be fixed over the phone, the medic would send us the tablet for further inspection. More times than not, I was able to inspect the tablet and fix the issue in-hand and save the company money.•Coordinated hardware and software repair processes with outside vendors.•Re-imaged new tablets upon arrival and prepared them for distribution to medics in the field.•Trained new employees in effective diagnostic and repair procedures.