Technical Support Specialist

• Dec 2020 - Present

Technical Program Coordinator

• Apr 2017 - Nov 2020

Customer and Sales Support Lead

• Nov 2013 - Apr 2017

Coordinates both web-based and phone-based support for technicians and end-users in their use of PDF Complete software suites. Develops and produces training and tutorial material for both the end-user and future support technicians. Enters and organizes feature requests and bug reports in JIRA application for the developers. Assists in beta-testing software updates, consulting with the Development Team prior to customer-facing release Coordinates both web-based and phone-based support for technicians and end-users in their use of PDF Complete software suites. Develops and produces training and tutorial material for both the end-user and future support technicians. Enters and organizes feature requests and bug reports in JIRA application for the developers. Assists in beta-testing software updates, consulting with the Development Team prior to customer-facing release

Key Holder/Sales Ambassador

• Feb 2010 - Sep 2013

Network Operations Consultant (NOC)

• 2012 - 2013

Assisted on-site technicians with hardware and equipment connection, signal testing, and troubleshooting during professional wi-fi installations. Managed launches of wi-fi installation projects for Louis Vuitton, 24-Hour Fitness, and other nationwide vendors. Managed various wi-fi specialty services for McDonalds and Hilton on a large scale. Assisted on-site technicians with hardware and equipment connection, signal testing, and troubleshooting during professional wi-fi installations. Managed launches of wi-fi installation projects for Louis Vuitton, 24-Hour Fitness, and other nationwide vendors. Managed various wi-fi specialty services for McDonalds and Hilton on a large scale.

Quality Assurance Training Specialist

• Jan 2011 - Feb 2012

Led a team of 2-4 additional Quality Assurance managers in quota meetings, calibrations with Microsoft clients, training development sessions, and customer satisfaction workshops.Directed weekly and bi-weekly sessions with prestigious clients, discussing trends surfacing with technical support engineers, positive and negative customer feedback, and anticipated needs for driving client goals. Administered performance coaching and quality evaluations to over 20 Microsoft engineers on a weekly basis, providing motivation, focus, goals and opportunities for improvement towards customer satisfaction. Developed reports, incentives, training material, new processes and tools by which both the quality managerial team and the Microsoft engineers could better meet client-set goals and customer-driven needs. Organized meetings, projects, and extra-curricular educational activities to improve the performance of the Quality team and the Technical Support engineer team in both technical and soft-skill oriented areas. Trained new hire support engineers on user-impact behavior, quality expectations for everyday performance, and proper use of documentation, telephone manner, and adherence to client and company-developed processes.

Microsoft Technical Support Engineer, Tier II

• Mar 2009 - Jan 2011

Provided escalated professional technical support for Microsoft IT consultants worldwide for Microsoft products “Forefront Online Security for Exchange,” “Business Productivity Online Suite,” and “Microsoft Office Live Meeting.”Excelled in meeting service level objectives and quality expectation levels for customer service for business professionals seeking assistance with e-mail filtering and online conferencing products. • Exercised additional language support for Japanese professionals in Microsoft accounts, executing Japanese translation, writing and speaking skills in a call center environment. Participated in regular training modules in order to ensure further development as a cutting-edge support team leader, providing feedback and anticipating needs of the technical support team in order to better serve the customer base.Gained regular promotions within the account, demonstrating leadership qualities, reliability, and trustworthiness as a technical engineer who excelled at acquiring new knowledge and application on a daily basis.

English Language Instructor

• Aug 2005 - Mar 2008

Instructed professional Japanese businessmen and women on proper speaking, writing, giving presentations, and other business practices for English-speaking countries. Taught an intensive business writing course for the Japanese corporate professional. Handled relations with Japanese clients including: Hitachi, the Ministry of Finance, the Board of Audit, GAP Japan, Manulife Insurance Japan, Banana Republic Japan, the Defense Facilities Administration Agency (DFAA). Taught private and public elementary school classes, utilizing both Japanese and English teaching skills with students and faculty.