Director of Technical Support

• Dec 2022 - Present

Responsible for leading and managing a team of technical support specialists and ensuring that customers receive timely and effective support 24/7/365Develops and implements strategies to improve the efficiency and effectiveness of the technical support team, including process improvements and the use of automation tools.

Technical Support Specialist

• Nov 2020 - Dec 2022

Identifies and solves emergency customer support requests at any time of the day. Requires 100% reliability to ensure no request goes unanswered. Skills used include knowledge of TeamViewer and LogMeIn remote support tools, Focus POS software development, and customer support skills including de-escalation, empathy, and solution driven attitude.

Implementation Specialist

• May 2021 - Aug 2021

Develops, integrates, and maintains point of sale databases using Focus POS software. Travels to customer locations to install physical hardware and ensure a smooth transition into a new system. Skills used include advanced networking, database management, Focus POS software development, and extensive knowledge of the Windows operating system.

Business Development Representative

• Sep 2018 - Nov 2020

Identified, developed, and followed up with potential clients in need of eCommerce development. Worked in depth with the Magento eCommerce platform through the process to help identify where needs could be met. Identified, developed, and followed up with potential clients in need of eCommerce development. Worked in depth with the Magento eCommerce platform through the process to help identify where needs could be met.

Sales Associate

• Jul 2018 - Jul 2020

Worked with management directly to address customers needs throughout the day. Became a closing keyholder that lead small teams at night in charge of every aspect of a retail store including but not limited to ordering, stocking, and customer service. Worked with management directly to address customers needs throughout the day. Became a closing keyholder that lead small teams at night in charge of every aspect of a retail store including but not limited to ordering, stocking, and customer service.

Sales Associate

• Mar 2017 - Jul 2018

Worked with customers directly in a front end customer service leader position. Lead the front end team to ensure customer and employee satisfaction throughout the day. Worked with customers directly in a front end customer service leader position. Lead the front end team to ensure customer and employee satisfaction throughout the day.

Sales Associate

• Oct 2015 - Dec 2016