Experience

Tactacam LLC

• United States
• Retail
• 1 - 100 Employee

• Director of Customer Support

  • Oct 2023 - Present

• Customer Support Manager

  • Jan 2023 - Oct 2023



Pulsar360

• United States
• Telecommunications
• 1 - 100 Employee

• Customer Care Supervisor

  • May 2022 - Jan 2023

  ● Oversee a team of 8 customer support technicians● Manage special projects from upper management, engineering, and other departments● Assist Engineering with various projects such as upgrades and security patches● Provide Tier 3 support and assistance to technical support team● Train and prepare new hires for their roles within the Customer Care Department● Present Customer Care statistics to the executive team on a monthly basis● Participate in all necessary executive meetings● Lead weekly meetings and check ins with the Customer Care team● Oversee complex higher tier installs from pre-sale to post-installation● Handle all customer escalations within the Customer Care department● Continue to perform all Tier 1/Tier 2 duties as needed Show less

• Tier 2 Customer Care

  • Jun 2019 - May 2022

  ● Continued to perform Tier 1 duties listed below● Assisted Engineering with various projects such as upgrades and security patches● Coordinated special projects from management, engineering, and other departments● Managed complex higher tier installs from pre-sale to post-installation● Provided Tier 2 support and assistance to technical support team● Trained and prepared new hires for their roles within the Customer Care department

• Tier 1 Customer Care Representative

  • Jun 2017 - Jun 2019

  ● Answered queue calls about technical and non-technical issues related to the industry● Built and programmed phones within multiple PBX versions● Trained partners regarding kickoff, setup, and installation process● Worked with partners in troubleshooting various network issues● Attended weekly meetings regarding new processes and ideas● Provided 24/7 on call support



Clear Voice Telecom

• United States
• Telecommunications

• Senior Support Technician

  • Jun 2014 - Jun 2017

  ● Serviced and managed the help desk for hosted VoIP customers ● Managed a small team of support technicians ● Performed maintenance tasks on all hardware and software within the company ● Built and programmed phones within the phone switch. ● Maintained customer relationships through outstanding support ● Troubleshot customer network issues related and unrelated to their VoIP phones ● Implemented new processes and ideas ● Provided 24/7 on call support ● Serviced and managed the help desk for hosted VoIP customers ● Managed a small team of support technicians ● Performed maintenance tasks on all hardware and software within the company ● Built and programmed phones within the phone switch. ● Maintained customer relationships through outstanding support ● Troubleshot customer network issues related and unrelated to their VoIP phones ● Implemented new processes and ideas ● Provided 24/7 on call support



Khamu Solutions

• United States
• Strategic Management Services
• 1 - 100 Employee

• Purchasing/Accounts Receivable/Technical Support

  • Mar 2013 - Jun 2014

  ● Assisted customers with technical support regarding their Point of Sale software and its' related network ● Purchased hardware for these customers ● Performed accounts payable and receivable procedures. ● Supported sales, development, and support team with various tasks. ● Assisted customers with technical support regarding their Point of Sale software and its' related network ● Purchased hardware for these customers ● Performed accounts payable and receivable procedures. ● Supported sales, development, and support team with various tasks.



STAT PADS, LLC

• Account Manager

  • Aug 2010 - Mar 2013

  ● Worked as an Account Manager for a company that provides Medical Direction on Heart Defibrillators. ● This position entailed providing excellent customer service while helping clients maintain their Public Access Defibrillation programs. ● Worked as an Account Manager for a company that provides Medical Direction on Heart Defibrillators. ● This position entailed providing excellent customer service while helping clients maintain their Public Access Defibrillation programs.