Experience

iModules

• United States
• Software Development
• 1 - 100 Employee

• Manager of Application Support

  • Mar 2012 - Present

• Lead Application Support Specialist

  • Aug 2007 - Mar 2012

  • Provide technical support to clients including training on how to use the application.• Communicate with Account Managers regularly to identify problems and implement solutions.• Troubleshoot client specific problems to provide resolution. • Maintain client database for tracking, reporting and task creation. • Update and organize web-based knowledgebase and support portal



Deal Express

• Techincal Customer Service Representative

  • Oct 2004 - Sep 2006

  Resolving customer issues with products, the objective being to minimize returns and maintain positive feedback. Determining if the item was received in the condition described and if not either providing an exchange or replacement. Helping customers resolve technical issues with the products and providing them links to support information or step by step instructions to resolve their particular issue. Answering customer service phone calls, noting orders as to issues and resolutions. Working with a variety of hardware, software and computer related products. Applying solutions based on previous customer issues.



Gateway

• United States
• Computer Hardware Manufacturing
• 700 & Above Employee

• Tech Support Specialist II

  • May 2001 - Sep 2004

  Providing technical support to Gateway business customers to resolve hardware and software issues, advise customers on technical purchases and process sales requests. Diagnosing hardware-software personal computer issues, authorizing replacement parts as warranty allows, directing customers through replacement part installation, and installation of Microsoft Operating Systems, various applications software and peripheral device drivers. Performing general network troubleshooting to isolate and diagnose common network problems. Troubleshooting of networking resources including memory, disk space, printers, and modems. Performing at 100% efficiency level while achieving a high customer satisfaction rating Responsibility for training and implementation of new sales program process for Kansas City Call Center Professional Technical Support Representatives.