Support Engineer

• Feb 2011 - Present

ColorID, LLC, Cornelius, NC IT Support Engineer/Production Manager (2/2011 – Present)Orchestrate high-level productivity by utilizing CRM daily to track and assign support tickets, including repairs, software installation, on-site visits, operating system user permissions, software and equipment support. Develop processes to streamline IT support delivery and resolution. Key Achievements: Supervised support for IrisID/ColorID initiative, acting as primary liaison for 1st Level Support and hardware diagnostics including RMA processing Led teams to the successful completion of multiple projects, serving as coach within workforce to grow positive morale and encourage increased productivity.  Propelled on-site production projects forward by utilizing technical writing skills to develop new company procedures.

Technical Support

• Oct 2009 - Feb 2011

Connextions/Vonage, Concord, NCVOIP Technical Support/Customer Service (10/2009 – 2/2011)Provided in-depth technical support for international end user support. Assisted with operating systems background server issues and aftermarket third party router, switch and hub diagnostics. Resolved customer complaints and concerns with strong verbal and negotiation skills, displaying advanced interpersonal skills. Assisted with online account administration, billing, configurations and event monitoring.

Technical Support

• Oct 2009 - Feb 2011

Technical Support Representative

• Dec 2007 - Sep 2009

Connextions/Logitech, Concord, NCHardware/Software Technical Support (12/2007 – 10/2009)Applied industry expertise in the implementation and remediation of hardware/software, identifying solutions and monitoring tasks. Initiated and tracked support cases in high support request environment. Troubleshot and developed technical solutions related to hardware and software configuration for proprietary Logitech devices. Incorporated company best practices to increase productivity and minimize software and hardware issues.Key Achievements: Trained new hires on customer related telecommunications to ensure proficient job performance. Established continuous status as technical mentor for rising tenure candidates.