Provided front line support to Business clients
Performed hardware troubleshooting of DSL, Lan Extension, BeX and Web hosting services
Assisted with duties in keeping tickets up to date Follow up with clients within the SLA
Created a web tracker that helps track time spent on projects
Assisted in creating an app that tracks important tickets so all team members are aware of important issues.
Trained new members to the team, with new material and expanding on existing skills.
Was a part of the on-call rotation to take care escalated issues on off hours.
Provided HPBX Small Office support, which entails smaller VoIP set ups, quality issues, and general troubleshooting.
Took escalations, and handled irate callers when escalation was required.