Integration Engineer

• Feb 2022 - Present

Support Team Lead

• Oct 2019 - Feb 2022

Role and Responsibilities: Demonstrate excellent, professional telephone skills to establish rapport with customers, articulating in a clear and concise manner to answer/resolve clients' application questions or problems in the areas of function and usage of supported products and applications. Gather and log correct customer information into the system. Verify correct information is logged for each call and continue to detail information into the call log. Analyze data, diagnose system problem(s) and implement problem resolutions. Follow up with customers on status/resolution of each call.Resolve any tickets that have been escalated to the support team leader. Resolve any vendor requests that have been escalated to the support team leader. Monitor tickets through our ticking system for appropriate attention provided by support team members. Identify tickets that need more attention and reach out to the support team member to provide assistance. Preparedness for interruptions throughout the day with questions from support team member regarding tickets. Work with Support Manager to create meetings for the support team to discuss best practices or support team topics. Work with Support Team Manager to discover room for improvement. Check in on clients that have not communicated with us in several month.

Support Analyst

• Feb 2018 - Feb 2022

Role and Responsibilities: Demonstrate excellent, professional telephone skills to establish rapport with customers, articulating in a clear and concise manner to answer/resolve clients' application questions or problems in the areas of function and usage of supported products and applications. Gather and log correct customer information into the system. Verify correct information is logged for each call and continue to detail information into the call log. Analyze data, diagnose system problem(s) and implement problem resolutions. Follow up with customers on status/resolution of each call. Convey customer feedback to the Team Lead or Group Manager. Dispatch to correct vendors and monitor for vendor ETA. Escalate vendor or customer calls through proper procedures to Team Lead.

Library Assistant III

• Nov 2013 - Jan 2018

Greenville County Library System Mauldin, SC• Checked books in and out along with shelf reading.• Computer tutored and helped people with computer issues on a daily basis. • This is a customer service oriented job that involved helping people with books and computers. Greenville County Library System Mauldin, SC• Checked books in and out along with shelf reading.• Computer tutored and helped people with computer issues on a daily basis. • This is a customer service oriented job that involved helping people with books and computers.

Intern

• Jun 2017 - Aug 2017

• Shadowed the Network Administrator including attending meetings• Troubleshooted computer and network problems from software to hardware. • Also accomplished simple tasks such as removing hard drives and setting up new computers. • Shadowed the Network Administrator including attending meetings• Troubleshooted computer and network problems from software to hardware. • Also accomplished simple tasks such as removing hard drives and setting up new computers.

Copy and Print Associate

• May 2015 - Aug 2016

• Expanded knowledge with computers and worked on various print projects. • Multi-tasking is a necessary skill to fully accomplish all responsibilities here. • Also worked in the Technology Center at Staples. • Expanded knowledge with computers and worked on various print projects. • Multi-tasking is a necessary skill to fully accomplish all responsibilities here. • Also worked in the Technology Center at Staples.

Book Keeper

• Feb 2012 - Jan 2015

• Worked as a cashier and then a book keeper. • As a book keeper, Oversaw between 8-15 cashiers and baggers at each shift. • Responsible for the customer service center and made sure each complaint was met with a solution. • Worked as a cashier and then a book keeper. • As a book keeper, Oversaw between 8-15 cashiers and baggers at each shift. • Responsible for the customer service center and made sure each complaint was met with a solution.