Enterprise team lead
May 2011 - Jun 2015
Responsible for supervising a large team of remote support employees. Assisted with advanced and complex customer support issues. Engaged and assisted in resolving customer and sales escalations. Participated with management in creating operational improvements for the team. Assisted in ensuring that strict service level agreements were met for customers submitted cases. Ensured availability of online tools and resources so that the remote team could do day to day functions. Gave individualized attention to team members that were on performance improvement plans. Acted as a liaison between level 1 support, level 3 support and development. Was responsible for creating an audit structure and auditing customer cases to ensure quality.
Enterprise support technician
Sep 2009 - May 2011
Offered support for all KACE software products (systems management, device OS imaging and enterprise mobility management) in a busy call center environment. Supported issues directly related to KACE software and assisted in troubleshooting environmental issues (such as networking, name resolution) to ensure customer satisfaction. Offered support of multiple customer OS environments (windows, IOS and Linux/Android). Was able to manage high case loads while still offering high customer satisfaction. Acted as a go to technician for specialized and technically complex customer issues.
High Complexity Microsoft Enterprise technician
2006 - 2009
Supported some of Dell's largest and most important customers on mission critical software applications, such as Exchange (email) and SQL (databases). Assisted customers with establishing best practices, troubleshooting software and customer environmental issues, performing application updates and upgrades as well as offering support for migrations. Was a go-to technician for difficult customer escalations.