SUMMARY

• Talent for identifying customer needs and presenting appropriate company product and service offerings.
• Substantial Experience in troubleshooting PC’s & Mac’s and Mobile Phone Software. Advanced knowledge in: Databases (CRM Oracle (10/11 Sugar CRM) Sales Force.com, Mercury Software: Test Director Quality Center. Business Objects & Corporate Wikis.
• Established track - record of the design and implementation of operational procedures resulting in increased customer-satisfaction ratings.
• Expertise in Microsoft Excel compiling reports and migrating data from different databases.
• Proficient with industry standard Customer Service applications and CRM software (Oracle, Cisco CTIOS, Microsoft Office
• Reviewed the ticket for accuracy and completeness -confirmed the issue (either by reproducing it, or by reviewing evidence collected from the affected customer)
• Identified immediate workarounds and resolutions -analyzed logs and assisting the relevant MobileMe Support Experience Expert with driving root cause fixes
• Worked closely with the relevant MobileMe Support Experience Expert, Apple's Support organizations, MobileMe QA, MobileMe Engineering, MobileMe Systems Administrators, and MobileMe Marketing to drive improvements to the MobileMe Support experience

PROFESSIONAL EXPERIENCE

Engineering Support Analyst

Confidential

Responsibilities:

• Reviewing, analyzing, and evaluating escalated issues/bugs from customers call centers.
• Worked closely with the level two and three support organizations within customers call centers, end-users and our internal QA and development teams to quickly identify, quantify and troubleshoot inbound issues.
• Coordinated with a team of support professionals and end-users across multiple customer implementations of the Mobile Applications product suite.
• Very customer-focused, comfortable multi-tasking, handling interruptions and interacting with a distributed system.
• Utilized understanding of general software architectures with the ability to quickly understand components and structures.
• Identify opportunities to improve support processes through automated utilities; design and implement solutions.
• Provide tier 2 technical and operational support, problem determination and problem resolution to the end users in all areas of network and computer operations. This includes performing the function of a tier 2, "help desk" to users for both hardware and software.

Site Fleet Manager

Confidential

Responsibilities:

• Supervised all account operations including personnel, equipment, service vendors and operational systems for the fleet management operation and any other additional print services.
• Trained and supervised all Customer Service Operators and/or Machine Operators to ensure effective account operation in a fast-paced environment.
• Responded to first level phone calls from end users of equipment to determine the cause of failure, clear paper jams, run test copies and determine status of machines.
• Worked with IT departments as well as Ricoh Service Department to resolve any equipment or technical issues locally and for remote locations.
• Communicating consistently with customer to ensure that all services are performed with high degree of satisfaction.
• Coordinating account production activities to meet all required Service Level Agreements.
• Managed all reporting on devices and all billing for the account on a monthly basis.
• Provided technical support on networked equipment as necessary.
• Assisted with the development of and managing all site SOP’s.
• Managed staffing plans including back-up during absences and temp usage.
• Identified opportunities within existing accounts for revenue and profit growth.

Global Software Support Analyst

Confidential

Responsibilities:

• Assisted in setting support goals and define metrics for measurement
• Provide subject matter expertise and content management to the Confidential global support initiative
• Assist is bug creations if necessary and preliminary Quality Assurance for Confidential Openview product line
• Strong collaboration with internal Confidential global engineering teams and 3rd-Party Vendors driving customer resolution
• 10+ Years broad experience in customer and business support specific to IT / Customer Service industry. Experience in developing executive level customer relationships including very good negotiation, presentation and communication skills at consumer, technical and executive levels.
• Proven track record in leading large, virtual teams, influential, able to work across organizational boundaries, dealing with ambiguity and setting up internal networks.
• Excellent planning and organization skills Strong quality focus

Technical Support Specialist

Confidential

Responsibilities:

• Develop and maintain knowledge and expertise in multi platform systems
• Work with 3rd-Party Vendors and Students / Customers to identify needs, define requirements or enhance system solutions.
• Assist with determining the feasibility of requests and ensure that requirements are thoroughly and accurately documented.
• Provide tiered help desk support in the form of system investigation, root cause analysis, corrective response and user/client follow-up. Propose systemic solutions.
• Identify opportunities to improve support processes through automated utilities; design and implement solutions.
• Provide in-house technical desktop support, problem determination and problem resolution to PC and Apple systems, printers and peripheral hardware in a network Microsoft Active Directory and Exchange environment.