Technical Engineer Lead: T1 Support and Porting & Provisioning

• Apr 2023 - Present

• Support strategic initiatives and provide general direction on non-routine projects.• Provide input to improve the stability, security, efficiency, and scalability of systems.• Lead Help Desk team with day-to-day customer support, including but not limited to receiving, managing, and assisting with customer issues and requests.• Lead Online Chat team and build and train processes to ensure success.• Coach, mentor, and develop staff, including overseeing new employee onboarding and providing career development planning and opportunities.• Lead Porting team to ensure an accurate and on-time process for customer satisfaction.• Assist with maintaining employee work schedules including assignments, job rotation, training, vacations, and paid time off, telecommuting, cover for absenteeism, and overtime scheduling. • Ensure the Service Support team has the knowledge and training required to perform daily functions. Show less

Customer Experience / Product Manager

• Oct 2022 - Jun 2023

• Lead competitive analysis and share competitive learnings with marketing, sales, and customer success teams.• Develop costumer insight through customer and prospects interviews and quantitative surveys.• Define market opportunity and inform product roadmap by analyzing competitors and working with engineering and product teams. • Serve as a Subject Matter Expert on all products.• Manage product launches and new releases.

Account Manager

• Apr 2022 - Oct 2022

• Serve as the lead point of contact for all customer account management matters• Develop trusted advisor relationships with key accounts, customer stakeholders and executive sponsors• Develop new business with existing clients and/or identify areas of improvement to meet sales quotas• Collaborate with sales team to identify and grow opportunities within territory• Assist with challenging client requests or issue escalations as needed

T1 Support Technician

• Oct 2021 - Apr 2022

System Support Analyst II

• Sep 2018 - Sep 2021

• Acted as a liaison between customers and technical escalation teams • Coordinated and facilitated the project plans for new store openings • Tracked issues to resolution updating the internal knowledgebase and/or communicating learning's with relevant business units. • Consulted with management and staff to identify and create technical documentation to fit business needs. • Coordinated with other escalation teams and vendors to troubleshoot and resolve a large variety of technical issues. • Communicated all system outages/updates to the business • Facilitated bi-weekly support training sessions for various programs • Provide end user application support Show less

System Support Analyst

• May 2016 - Sep 2018

• First point of contact for end users. • Worked to resolve issues on a first call resolution basis.• Completed reporting for all Motorola Hand Helds for stores and warehouses.

Intern

• Jul 2015 - May 2016