I am responsible for overseeing all aspects of operations, including customer service, product development and management, strategy, technical support, social media management, and general administration. I function as a liaison between the business and various administrative tasks associated with the registration and management of musical rights data within the software platform.I successfully manage a remote operations and technical team. I oversee the recruitment, training, and advising of contract developers and operational personnel to achieve our goals and responsibilities. I proactively set KPIs and implement CSAT systems to monitor business performance and customer satisfaction. I turn around failing project revitalization efforts, achieving growth in active subscriptions while overseeing the continued enhancement of the project. I oversee the modernization of the UI/UX, ensuring that the new interface remains familiar to existing customers while also being intuitive for new customers and flexible for additional development. I effectively communicate and coordinate with stakeholders to enhance the product and meet customer needs. I set priorities, create and execute plans, and devise creative solutions. I write user stories, work with the development team, and assess work to ensure quality. I am responsible for project and resource planning, triaging, and collaborating with developers. I identify and implement improvements and synthesize information to inform the product roadmap. I champion the product, team, and projects both internally and externally.

• Provided expert-level troubleshooting and advisory support for Microsoft Teams Premium, ensuring seamless collaboration and productivity for users.• Served as a liaison between Microsoft 365 administrators and the engineering team, facilitating effective communication and alignment on technical requirements and enhancements.• Collected and relayed detailed technical logs and troubleshooting steps to the product team, providing valuable insights for resolving user experience issues promptly.

In this performance-based role I was the first point of contact for Microsoft Small and Midsized business customers and IT administrators. Handle complete case management and technical support for all of Microsoft 365 Business products and services through remote support via the phone and email. Had timely and efficient interaction with the clients performing troubleshooting, issue resolution, daily management of case back logs as well as escalations in a fully remote position.-Assisted administrators with Office 365 Administration-Assisted administrators with Microsoft Teams, SharePoint and OneDrive for Business-Assisted administrators with troubleshooting mailbox and mailflow issues-Assisted administrator with license provisioning-Hands on implementation, configuration and support of Windows 10 & 11, Office 365, Active Directory, Azure Active Directory, Exchange Online, and Microsoft Sharepoint.-Extensive research of Tier 1 & Tier 2 issues to assist the administrators with resolving various Microsoft 365 Products and service issues.

• Provided technical support for iOS devices, ensuring smooth operation and effective installation of Jamf applications.• Resolved network issues, including accessing network closets.• Diagnosed and repaired hardware issues for PCs and laptops, including the successful installation of new internal components.• Set up and resolved issues with Cisco IP phones.• Managed the setup and relocation of IT devices for users (MACs).• Set up and deployed new desktops and laptops using SCCM.• Conducted basic troubleshooting for multi-function devices (printers and scanners).• Created and maintained departmental knowledge base articles.• Installed and configured applications using Microsoft Software Center and manual installation via MSI package files.• Addressed network drive and software licensing issues.• Set up and managed user accounts in Active Directory and other authentication systems (MFA)

• Received inbound technical support calls from internal clients and external vendors• Provided technical support for client operating systems (Windows 10) and company issued iPhones• Imaged desktops and laptop computers for new employees and vendors using SCCM.• Managed Computers and Users in Active Directory• Handled Move-Add-Changes for company employees.• Provided technical for the Cisco telephone system and Jabber• Provided telephone / remote support for the company’s proprietary application and vendor website and 3rd party mobile app (Pruvan)• Provided constructive feedback and made suggestions on company processes, procedures and enhancements to provide a better experience for internal employees and external vendors.

•Received inbound technical support calls from external clients•Provided technical support for client operating systems (Windows 7, Windows 8/8.1/Windows 10)•Documented and worked problem tickets in the Connect Wise ticketing system•Setup users in Active Directory and identified and resolved AD issues•Setup and modified accounts in Microsoft Exchange 2010 and Office 365•Provided support for Microsoft Office Suite and Microsoft Online Services (Sharepoint, OneDrive for Business, Dynamics CRM)•Granted and revoked access to network file shares•Perform basic administrative functions on Windows Server 2008/2012 R2•Assisted end-users via email and telephone and work with other IT associates•Remotely connected to computers using the Kaseya VSA platform•Prepared and deployed desktop computers using Windows Deployment Services•Troubleshot, resolved and escalated hardware and software issues remotely over the phone•Configured client computers IP and DNS settings for each individual environment•Troubleshot and resolve WAN/LAN networking related issues•Troubleshot and resolved Office 365 licensing and account issues (cloud & AD FS environment)•Setup and managed Exchange/Exchange Online accounts•Provided light deskside support to their sister company employees and consultants•Worked with 3rd party vendors to assist and resolve client issues•Created and updated Knowledge base articles to ensure useful and accurate information was available to the team•Performed Moves, Adds, Changes, and Delete (MACD’s) of hardware and software

Assisting with the roll-out of the enhance encoding algorithm for all the Radio Stations.Assisted with preparing the smart media (Smart Card, USB) with the encoding software.Labeling the Smart Card, USB mediasAssisted with inventory management (Check-Ins/Outs) of EncodersMade Outbound calls to Radio stations to verify contact information for the CBET Enhancement ProjectUpdated Station contact information in various system (SEMS, Access Database)Assisted with the shipment of the smart medias to Radio stationsHandled in-bound and outbound calls from Radio Station Engineers fielding various questions in regards to the CBET Enhancement projectPerformed Quality Of Service (QOS) of upgraded encoders over the phone and via emailsHandled communications to and from Radio Stations on the status of their upgraded QOSAssisted with training new contractors on the process and procedures of the project.Assisted with the documentation of QOS process and procedures.Attended and contributed feedback on the status of the project via Lync/Skype for Business Conference callsNavigated multiple systems at a time to ensure successful completion of project.

• Answered 25+ inbound call some internal and external customer regarding technical issues• Documented details of all calls into the Service Now Ticketing system.• Followed-up on tickets to check on status and provide additional assistant to ensure satisfactory resolution, • Handled all calls according to documented process and procedures which was accessible via Knowledge Base• Monitored systems alarms via Halcyon & Solarwinds.• Checked supported facilities network via Fluke & Solarwinds• Troubleshoot and triaged calls routing to appropriate group• Provided technical support for RxNow, Windows OS, Office, and AS400• Assisted team members with resolutions and provided constructive feedback• Escalated issues to external vendors via email, self-service portals, or phone as necessary• Identified and escalated urgent issues to management and other teams as directed by outlined processes.• Worked and managed Vendor, Unassigned and Email queues as necessary.

Field incoming requests from end users via telephone, e-mail or other established Support channelsDocument all relevant information, including name, department, contact information, and nature of issue, troubleshooting steps taken, and resolution.Troubleshoot POS systems (Printers, Terminals, Table Wait System)Verified configuration settings for POS menus, prices and Online Ordering SystemUsed command-line tools to resolve software & hardware issuesTroubleshoot network connectivity issues between various hardware (IP-based printers, Credit Cards)Provided basic troubleshooting & support of HP Elitepads & Ipad (WinePads) for the restaurants Prioritize and resolve incidents as defined with the ITIL methodology. Escalate and oversee resolution of incidents to the appropriately experienced Tier 2 AssociateUtilize knowledge base, FAQ’s, teammates and all other available resources to aid in incident resolution in order to resolve customers issues effectively and efficientlyIdentify and learn appropriate software and hardware used and supported by the organization.Perform preventative maintenance when needed, including checking and cleaning workstations, printers and peripheralsPerform post-resolution follow-ups to help requestsContribute to overall team effort in achievement of established SLA’sConsistently meet and exceed established benchmarks in performance set forth by management for all Tier 1 Associates

Created, documented, and routed tickets in Remedy & Service Now ticketing systems.Supported internal employees with technical issues via Chat, email, and web tickets.Escalated issues to the appropriate teams for resolutionSupported Windows 7, Windows XP workstations; Heavy emphasis on offline filesAssisted vendors with virtual applications and machines (Citrix, Xenapp, Cisco VPN technologies)Assisted users with setting up and configuring Citrix Receiver for remote computer access on their personal computing devices.Provide assistance via by phone, email, web tickets Performed password Resets for various applications (mainframe, oracle, RSA, Active Directory, Good Technology, Blackberry Enterprise Server)Educated employees on the company's Bring Your Own Device (BYOD) policy.Performed administrate functions in Airwatch MDM technology for BYOD participants Answer inquiries regarding the status of their access/service requestsConfigured accounts for access to corporate wireless network using Cisco Wireless Control SystemCreated and modified Knowledge Base entriesImproved and corrected defined processes and procedures to improve workflow and customer serviceAssisted users with IT transition during Progress Duke MergerProvided 1st level support for enterprise wide Windows XP-Windows 7 migration projectDistributed software to corporate workstations using TWI and Microsoft SCCM technology

Monitors alarms in monitoring tool (Orion)Troubleshoot ticket workarounds & resolution ownershipManagement of critical outage informationNotify proper groups of issues for resolutionFacilitate necessary parties communications to resolve outstanding issuesDeliver excellence in customer service through situation analysis and timely resolve of escalating problems per NOC Incident Management Procedures.Ownership / management of escalated issuesDispatch of 3rd party vendor supportDispatch of 3rd level Operations Engineering supportDispatch of 4th level Development / QA support Exercises a wide degree of responsibility requiring leadership, creativity and latitudeWorks closely with the Customer Service, Implementation, Software Development and QA teams in order to insure efficient monitoring, troubleshooting and issue resolution for our internal and production servicesMeasures and confirms that carrier problems and multi-party issues assigned are resolved efficiently and within service level agreement parametersProvides business or after-hours support for escalated issuesCoordinates and reports on: Operations processes and procedures, Scheduled maintenance activitiesComplies performance reports from system logs and distribute them to management.Investigate alarms using monitoring tools (Splunk, Orion, SCCM) and report accurate date time and escalation steps took in Jira ticketing system.Audited shifts tickets for accuracySpearheaded small projects which resulted in improved workflow and technician performance.

Multimedia technical support(Video, VOIP, Data) for major satellite and cable companies. Contacted business partners on customer’s behalf to resolve issue with related service.Educated customer on DVR features and functions.Assisted client with connecting satellite service to their televisionTroubleshoot internet connectivity issuesAssisted clients with navigating through Windows Vista & Windows 7 desktop environmentsUp sold thirty comprehensive assurance plans to customerInformed customer of dispatch process, policy and proceduresPerformed outbound customer satisfaction survey callsExplained billing details to customer and took payments over the phoneUtilized remote desktop and VNC to access tools to assist with troubleshooting service issuesDocumented each call w/ detailed information and followed policy and procedures as dictatedEscalated issues to NOC (2nd level) as needed following escalation proceduresRouted calls to proper department as neededCollaborated with team leads and co-workers to research and resolve complex service issuesUtilized Office Communications and Google Talk IM systems to communicate with managementUtilized multiple systems and tools daily to perform job functionsConsistently meet or exceeded first call resolution goals

Provided technical support to chase employees & vendorsProvided technical support via IM, email, and over the phoneEducated internal employees and vendors of policies & procedures to request access to company applications and systemsMapped Network drives & printers to client workstationsAssisted users with resolving basic Microsoft Office issuesConfigured Lotus Notes, added databases and assisted users with password resetsConfigured & troubleshot VPN clients, deployed RSA securid software tokensAssisted external employees & vendors with connecting to the company's VPN infrastructureAssisted users with activating Blackberry devices (via boxtone) and configuring email clientReset Encryption Plus passwords and educated users on useAssisted users with encrypting files, prior to sending them outside the company networkInstalled applications that were deployed to clients via Run Advertise Programs, MyApp & RADIA clientsAdministered user accounts for the company's proprietary applications.Collaborated with colleagues to resolve technical issues for clients.Used Office Communicator & VNC to remotely resolve technical issuesUtilized Peregrine ticking system to document issues & escalate to 2nd level support as needed.Use ActiveRole Services to manage Active Directory user accounts on the domainAdvised clients of ticket status (ticketing systems: Peregrine, RL Call tracking, Help Desk Tool)

In-bound call center enviroment.Eighty to one hundred calls a day.Achieves a monthly average handle time of three minutes. Achieves ninety five percent schedule adherence.Assist customers with questions regarding declined checks.Educate the customer on what needs to be done to rectify the situation. Provides check & credit card authorizations for major retail clients.Process payments for insurance services over the phoneReceives in-bound technical support calls from casino's.Coordinates casino's technical calls between technician and client.Document the technical details of the call between client & technician.Use heat ticketing system for opening and assigning tickets to other departmentsMaintains adherence to Fair Credit Reporting ActDeals with sensitive and confidential personal information on a daily basis.Uses Avaya to perform daily functionsProvides Level two support for level one authorizations agents.Escalate calls as necessary to proper department or department personnel.Use a number of applications to complete functions from primary mainframe to proprietary web based applications.

Answered 80% of in-bound technical support calls within a sixty second time framed Verified warranty information and authorized claims per terms and conditions of service contractsUpdated contract information and documented all communications with customer in the I-Series (AS400/Main Frame)Effectively and professionally communicated with customers regarding computer issues and warranty claims Effectively and professionally explained warranty contracts to customers and dealersUp sold existing clients on remote software support services not covered by warranty policy Remotely provided software support services to customers with GoToAssitProvided over the phone diagnostics and troubleshooting of printers, computers, laptops, cellphones, ipods, Tivo DVRs Processed payments in accordance to federal guidelinesExtensive knowledge of departmental policies and proceduresExcellent critical thinking and problem solving skillsProvided high quality customer service to dealers and customersContinuously meet or exceeded monthly quality standards Provided end user training and educationUsed a proprietary tracking system to open and close tocketsEscalated calls as necessary to proper department or department personnelAssisted in defining helpdesk and customer service policies & proceduresResolved and deescalated customer’s concerns regarding warranty claimsUsed a proprietary tracking system to open and close tocketsExcellent critical thinking and problem solving skills Continuously meet or exceeded monthly quality standards Received Star award, for the implementation of seventeen process suggestions.

Provided training to crew and supported shift managers Supervised overnight shift staff Worked in a team environment to accomplish tasks and goalsComply with federal/local health and safety regulationsControlled & managed food/supplies inventoriesOperated cash register, collected and paymentsPrepared cash registers for crew useExcelled at multi-tasking and performing under pressureAdhered to defined company procedures & policies Supervised maintenance of public areas Minimized waste and theftDeveloped & trained employeesHelped staff achieve Quality Service Cleanliness &Value Provided excellent customer service, in a fast pace retail environment