Facilitated network uninstall and reinstall of tax preparation software for accountants working without internal IT personnel. Supported single-user networks in downloading, installing, and configuring software updates online. Assisted QuickBooks customers with supplies integration.
- Identified and resolved malfunctions pertaining to system access for agents, collaborating with agents and the engineering/product development teams.
- Supported QuickBooks desktop and online customers with tips to help clients discover additional features within their software resulting in increased business and streamlined accounting processes.
- Facilitated first time use QBO customers as well as FTU Payroll within their accounts.
- Directed and supported other agents as mentor and subject matter expert in managing escalated issues.
- Routinely worked with Tier 3 agents and engineers to troubleshoot and resolve emerging issues.
- Discovered accounting inaccuracies caused by technical bugs; reported to management to determine resolution.
- Performed comparative research to determine the cause of issues and identify areas needing improvement.
Held additional roles with Parsons, Verizon and Bell Atlantic