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• Participated in daily team meetings to review any ongoing or arising issues for the day• Managed Active Directory, Entra ID, Microsoft 356, Google Workspace, SonicWall, and Ubiquiti• Deployed workstations, printers, and software applications• Onboarded and orientated new users
