Experience

cb20

• United States
• IT Services and IT Consulting
• 1 - 100 Employee

• Support Center Engineer

  • Sep 2022 - Present

  Saratoga Springs, New York, United States



Perkin Elemr

• Computer Laboratory Technician

  • Jun 2018 - Sep 2022

  Rensselaer, New York



Wave Systems Corp.

• United States
• Computer and Network Security
• 1 - 100 Employee

• Head of Customer Support

  • Apr 2011 - Sep 2022

  Richmond, ma

• Lead Technical Support Analyst

  • Apr 2011 - Feb 2016

  Lee, MA LEAD TECHNICAL SUPPORT ANALYST, WAVE SYSTEMS CORP. 04/2011 – 2/1/2016 Provide technical expertise and support to customers. Provide technical guidance and instruction on the use of Wave computer technologies. Communicate technical information to non-technical personnel. Follow standard Help Desk operating procedures, accurately logging all customer information using case-tracking software. Manage Customer Support requests and escalate when necessary to ensure clients’ problems… Show more LEAD TECHNICAL SUPPORT ANALYST, WAVE SYSTEMS CORP. 04/2011 – 2/1/2016 Provide technical expertise and support to customers. Provide technical guidance and instruction on the use of Wave computer technologies. Communicate technical information to non-technical personnel. Follow standard Help Desk operating procedures, accurately logging all customer information using case-tracking software. Manage Customer Support requests and escalate when necessary to ensure clients’ problems are handled as expeditiously as possible. Follow-up on support issues with customers to ensure that problems are resolved. Assist in the creation of knowledge base articles for internal and external use. Reproduce possible bugs and research solutions. On call for customers with urgent issues that require immediate attention. Provide training for new associates.



Haddad Motor Group

• Sales associate

  • Sep 2010 - Apr 2011

  Provide knowledge to interested customer regarding vehicle specifications. Detail the pricing plans and additional options for vehicle purchase. Deliver vehicles to customers and ensure 100% satisfaction of the product.