Technical Support Engineer

• Jan 2022 - Present

*Manages the customer support queue *Efficiently answers all questions in a timely and complete manner *Troubleshoots customer issues *Escalates and takes ownership of issues that must be passed to the development team *Hosts a bi-weekly onboarding webinar to teach clients how to use our web application and mobile applications *Manages the customer support queue *Efficiently answers all questions in a timely and complete manner *Troubleshoots customer issues *Escalates and takes ownership of issues that must be passed to the development team *Hosts a bi-weekly onboarding webinar to teach clients how to use our web application and mobile applications

Technical Support Engineer

• Jul 2018 - Jan 2022

o Provided high quality support to customers reporting problems via phone calls and emailso Evaluated the customer’s mood and expertly established a positive relationship with themo Effectively used remote connection software to troubleshoot problems on the client’s machineo Demonstrated patience and understanding while giving customers the solution to their issueo Quickly fixed client issues and carefully documented the problem-solving process in NetSuite o Created and monitored Jira tickets for communication with the development team Show less

Help Desk Administrator

• Dec 2018 - May 2019

o Sets up new computers for clients by installing disk images & company softwareo Configures individual user accounts in Office 365, Active Directory, MS Azure, etc.o Troubleshoots & resolves issues on client’s personal computers on the spoto Creates detailed documentation & procedures for various tasks after completing them o Administers accounts in Keeper, Office 365 Exchange & SharePoint, WebEx, etc.o Utilizes the SysAid ticketing system to track customer interactionso Utilizes Bomgar to remotely resolve problems for customerso Professionally & amiably leads the on boarding process by presenting a PowerPoint presentation & helping users set up passwords, VPN access, multi-factor authentication, etc.o Interacts with individuals in a polite, pleasant manner that is noticed & appreciated by all Show less

Technical Support Engineer Intern

• May 2018 - Jul 2018

IT Intern

• May 2017 - Jul 2017

At Modern Living Tokyo, I documented prewritten code. I created detailed directions for people without coding experience so that they were able to run the apartment management system written in ruby on rails in their terminal. I also created charts to explain and advertise the new software for sales pitches. At Modern Living Tokyo, I documented prewritten code. I created detailed directions for people without coding experience so that they were able to run the apartment management system written in ruby on rails in their terminal. I also created charts to explain and advertise the new software for sales pitches.

Stock Associate

• Oct 2015 - Jan 2016

Fold and display clothing Price merchandise Fold and display clothing Price merchandise

Cashier

• Feb 2015 - Aug 2015

Unloaded delivery trucks Stocked product neatly Assisted customers with locating items Unloaded delivery trucks Stocked product neatly Assisted customers with locating items