Response Center Engineer
Current- Worked in a team of engineers to provide rapid support for 250+ clients in the S.F. Bay Area and San Diego area
- Achieved a 98% customer satisfaction rate by communicating clearly and regulary with clients on open tickets within ConnectWise
- Reduced unnecessary weekly labor by 7.5 hours through the revision and enhancement of SOPs and documentation
- Troubleshooted hardware, software, and networking issues to determine root cause and implement appropriate solutions
- Created support tickets for inbound calls and emails related to general support issues, offline servers, and ISP outages
- Escalated service requests that required significant time or specific skills to the proper channels in order to fufill SLAs