Senior Product Support Specialist

• May 2011 - Present

May 2011 – PresentSenior Product Support SpecialistBrother International CorporationBridgewater, NJ 08807- Provide a positive role to the strategic operational excellence goal.- An active participant in the projects associated with the strategy map as defined by management.- Took on the role of video lead for creations of videos for the Color Laser group.- Act as subject matter expert for project, developing and expanding knowledge to support the needs of the team and project.- Create initial product launch procedures and initial product testing.- Monitor and modify existing solution(s) to help improve customer experience. Show less

Software Support Technician - Team Leader

• Jan 2006 - May 2011

- Provide leadership, guidance and technical support to the software support team to ensure first call customer satisfaction on a timely manner.- Oversee training and support of customer service for Level 5 and 4 Software Support.- Monitor the efficiency, knowledge and skill of Level 5 and Level 4 Software Support.- Provide the necessary guidance, coaching, feedback and appraisal to ensure maximum efficiency.- Suggest recommendations to improve quality and customer satisfaction, and reduce customer calls and returns.- Development of Level 4 Software Symptoms & Solutions and the Solutions Center FAQ’s to help resolved first call resolution.- Helped roll out Remote Desktop program. This help reduced overall talk time and efficiently increased productivity as well as increasing customer satisfaction.- Act as mediary between Software Specialist and customer. Able to handle complex situations with professionalism and courtesy.- Reduced overall percentage of escalated calls from lower level software support to our team.- Helped review documentations for upcoming models. Suggested ways to improve QSG (Quick Setup Guide). Show less

Software Support Technician

• Dec 2003 - Jan 2006

- Provide assistance to customers' inquiries on complex software problems with Brother products.- Provide troubleshooting assistance with software related problems via telephone or e-mail (KANA).- After resolving the customers' issues, document the customer transaction and problem resolutions in the appropriate database (CRM).- Guide other Customer Service Representative through complex problem solving to reinforce technical training.- Create and document FAQs and procedures to be posted on Solution Center Database/Brother Website. Show less

Co-Owner and Photographer

Deskside Support Technician

• Jun 2003 - Dec 2003

- Answer and attempt to resolve all service requests related to supported applications (Outlook, Microsoft Office, Internet Explorer), networks (Remote Access) and hardware (Printer, Zip Drive, CDRW). - Respond to problems that come to the Help Desk from the client customer community of over 5,000. - Escalate complex problems or issues to the Site Manager or other support areas according to established procedures to make sure that a solution is reached within a giving time period. - Utilize the Call Tracking System, such as Remedy/Picasso, to ensure prompt resolution of service requests. - Ensure detailed explanations of customer problems and call resolutions are entered into the Call Tracking System so when escalated, the ticket has a break down of the problem and steps taken to resolve issue. - Assign priority codes to incoming service requests, following established guidelines documented in client's procedures. - Interact with other client customer departments and other support groups to ensure quality service and support to ensure customer is satisfied at all times. - Reset customer passwords. - In addition to being a Helpdesk Professional, I also supported deployment and installation of hardware, software and peripherals at the Skillman location. Show less

Computer Services - Lab Consultant

• Jan 1998 - Jan 2002

- Assist Rutgers University students, faculty and staff on computers available in campus labs. - Assist users with operating system, hardware, and software on IBM compatibles, Macintoshes, and X-terminals (Solaris), as well as with scanners and printers. - Provide support in person and over the phone with all basic software and operating systems, as well as some class specific software. - Assist Rutgers University students, faculty and staff on computers available in campus labs. - Assist users with operating system, hardware, and software on IBM compatibles, Macintoshes, and X-terminals (Solaris), as well as with scanners and printers. - Provide support in person and over the phone with all basic software and operating systems, as well as some class specific software.