Supply Chain Manager

• Oct 2021 - Present

Operations Manager

• Sep 2018 - Oct 2021

Manager of Support and Operations

• Jan 2017 - Oct 2021

I oversee and manage the fulfillment operations for both our sales and trial customers and ensure timely and correct delivery.I'm responsible for manufacturing and repair processes for speech generating devices and maintaining high quality products.I manage and maintain inventory of devices, accessories and supplies.I develop metrics and manage team accountability around these metrics.I'm responsible for maintaining the internal IT infrastructure and resolving internal help desk requests.I work with external vendors to manage IT infrastructure and repairs of equipment.I ensure shipment of trial and sale units under the shipment cycle time.I ensure that inventory is kept above the minimum specified amount in order to operate business.I ensure support calls and chats are handled in the SLA period. Show less

Customer Support Lead

• Jul 2014 - Jan 2017

-Maintaining support metrics through zendesk.-Document all technical support calls and emails.-Compile and report on Monthly Feedback and Complaints.-Implemented systems as needed, zendesk, company knowledge base, FAQ, office 365 applications and ACT.-Provide technical support via phone, email and web.-Triage, report and track customer facing issues and feature requests.-Work alongside other departments in testing new software, finding and reporting bugs while providing feedback from clients with other pertinent information. Show less

Technical Support Associate

• May 2012 - Jul 2014

-Ensure that all sale devices receive correct and precise customization s-Adhere to Medicare/HIPPA guidelines & shipment compliance-Document all testing of sale devices prior to and during customization's-Document all technical support calls-Answer patient or caregiver questions relating to the device-Maintain the caregiver training program-Office IT support-Repairing Lingraphica devices-Supporting technical needs during staff meetings-Writing/producing support materials-Communicating with outside vendors Show less

T.S.S. (Theraputic Support Staff)

• Jul 2010 - May 2012

• Followed the treatment plan to help the child eliminate and replace inappropriate behaviors with necessary life skills, as well as educating the parent/caregiver of how to foster appropriate behaviors within the child • Provided emotional support to the child and family members Data tracking and daily observational note taking • Followed the treatment plan to help the child eliminate and replace inappropriate behaviors with necessary life skills, as well as educating the parent/caregiver of how to foster appropriate behaviors within the child • Provided emotional support to the child and family members Data tracking and daily observational note taking

Resident Easy Tech

• Jun 2001 - Sep 2011

• Diagnose, Repair and Install personal desktop/laptop hardware and software • Respond to technical assistance calls and in store troubleshooting • Research issues that lead to completion of work orders • Set up workstations and configure user profiles on new and existing computers • Antivirus removal and prevention • E-mail set up to a network account • Data back up and migration • Set up network printers and web cameras • Home network set ups and configurations • Kept daily customer work log as well as inventory on hand • Responsible for training new associates on computer repair techniques and company procedures • First line customer service for all technical related calls or in store inquires • Sales Show less