Software and Implementation Specialist

• Apr 2021 - Present

Technical Implementation Lead

• Sep 2018 - Apr 2021

-Define, plan, manage and monitor execution of all server software migration activities- Careful execution and creation of migration procedures- Follow-up, take action and resolve all technical issues with the customer and staff -Support integration testing and user acceptance testing- Creating migration process documentation & updating technical system documentation- Deliver superior customer service and be accountable for delivering an effective solution

Level 2 Help Desk Technician

• Dec 2017 - Sep 2018

-Answers inbound customer requests-Second level of support to end users by handling service requests that have been escalated by lower tiers.-Work with senior level admins to determine and resolve high level problems-Identify & troubleshoot server configuration and/or performance irregularities-Document and improve existing processes

Level 1 Help Desk Technician

• Apr 2016 - Dec 2017

-Serve as the first point of contact for customers seeking technical assistance over the phone or email-Perform remote troubleshooting through diagnostic techniques and pertinent questions-Record events and problems and their resolution in logs-Follow-up and update customer status and information-Direct unresolved issues to the next level of support personnel

intern

• Dec 2012 - Aug 2014