Product Support Engineer: Manage production environments to provide application stability and availability. Implement product releases and upgrades, perform proactive maintenance and client installations. Collaborate with business product owners, development, vendors, client relationship managers and end-users to confirm applications are exceeding standards. Follow best practices for product production and pre-production environments. Assist with formation of change and incident management and disaster recovery processes.Product Support Technician (Consultant): Provided first- and second-level business application support including production support mailbox issues, browser and network incident and request ticket resolution. Answered business-related questions, coordinated upgrade releases and web application builds and rollouts for internal and external clients.Select Accomplishments:• Offered the permanent full-time Product Support Engineer position as a result of superior performance in the Product Support Technician role as a consultant.• Assisted the Advisor Sales and Middle Office Teams with CRM 2011 including de-dupe lead generation, administrative requests and support issues resulting in the ability to automatically track and scrub new client data, cutting down de-dupe scrubbing processing significantly . Advisors doubled lead volume and cut new lead turnaround time to 48 hours or less from a service level agreement (SLA) standard of five days.

Provisioning Analyst: Monitored, responded to and tracked progress of queued work orders assisting internal customers with voice, data and mobile services within defined service level agreements (SLAs). Used desktop communication tools and remote control software to communicate with customers and internal staff. Performed SWOT analysis on new internal programming to certify internal high-level processing.Technical Support Volunteer: Evaluated, implemented, configured, supported and maintained computer workstations and peripheral, telecommunications and data network equipment to enable stable, secure and efficient functionality. Installed and supported workstations and peripheral hardware and software. Monitored, maintained, investigated and resolved user issues. Customer Service Representative Technical Sales Support: Provided critical help desk support services to premise and sales teams and clients through a high-volume inbound call center. Analyzed and solved problems in real-time using remote access software. Opened, closed and tracked calls utilizing Cisco wrap up codes.Select Accomplishments:• Reduced device downtime within the company from five days to two hours.• Improved ticket tracking and SLA for open request and incidents I supported.• Saved money by repairing mobile devices, such as iPhone screens, for our internal clients instead of ordering new.

Assisted the manager in day-to-day store operations including employee training, inventory management and regulatory compliance. Created profit and loss documentation, recorded customer service tickets and provided customer-focused IT solutions for device hardware-related issues for cell phones, WiFi and hotspots. Completed internal Tier 1 support program audits and supervised the implementation of staff and customer user education programs.