Sr. Software Analyst

• ‏فبراير 2017 - - الحالي

Computer Technician

• ‏أكتوبر 1999 - - الحالي

Technical Support Supervisor

• ‏أبريل 2013 - ‏نوفمبر 2016

• Management of day to day Service Desk operations.• Monitoring of daily/weekly/monthly metrics for individual technicians and overall team performance. Provide coaching where needed.• Monitoring of individual and team NPS/Customer Satisfaction rating. Provide coaching where needed. • Generate reports identifying trends and issues driving traffic to technical support queues.• Complaint escalations• Outage Management• QA/ Quality control• Staff Scheduling• Training • Process Management

Technical Support Specialist

• ‏مايو 2011 - ‏أبريل 2013

Crew Leader

• ‏أبريل 2010 - ‏أغسطس 2010

Assisting Field Operations Supervisor in daily tasksSupervision of six crew leaders and their teamsOn the job training of enumerators Assisting Field Operations Supervisor in daily tasksSupervision of six crew leaders and their teamsOn the job training of enumerators

Advertising Sales

• 2004 - 2008

• Sold advertising and marketing programs. • Presented targeted customer sales presentations. • Developed ad design specific to customer needs. • Trained Co-workers on policy and procedure as well as sales strategy. • Identified and managed customer relationships and product offerings. • Sold advertising and marketing programs. • Presented targeted customer sales presentations. • Developed ad design specific to customer needs. • Trained Co-workers on policy and procedure as well as sales strategy. • Identified and managed customer relationships and product offerings.

Technical Support Engineer

• ‏مايو 2003 - ‏مايو 2004

Technical support for Gateway computer customers. Troubleshooting and resolution of hardware and software issues.Hardware upgrades and installations and operating system installations. Awarded Technical Support Engineer of the Month in February 2004 for outstanding customer service. Technical support for Gateway computer customers. Troubleshooting and resolution of hardware and software issues.Hardware upgrades and installations and operating system installations. Awarded Technical Support Engineer of the Month in February 2004 for outstanding customer service.

Store Manger

• ‏مايو 2000 - ‏مايو 2003

Responsible for all in-store operations and assets. Trained and managed two store employees. Provided instructional classes for both professional contractors and DIY customers.Provided inspection services for professional warranty jobs. Facilitated relationships between contractors and vendors through pro-show events. Responsible for all in-store operations and assets. Trained and managed two store employees. Provided instructional classes for both professional contractors and DIY customers.Provided inspection services for professional warranty jobs. Facilitated relationships between contractors and vendors through pro-show events.

Operations Manager

• ‏مايو 1996 - ‏مايو 2000

Responsible for all in-store operations. Trained and managed three store employees.Managed the credit and collections of store contractor accountsProvided consultation and inspection services for professional warranty jobs. Organized pro-show events for contractors and vendors. Responsible for all in-store operations. Trained and managed three store employees.Managed the credit and collections of store contractor accountsProvided consultation and inspection services for professional warranty jobs. Organized pro-show events for contractors and vendors.