Rolesville, North Carolina, United States
Technical Support/Analytics Professional within IT Operations Specializing in regional and global customer service relations with results driven evaluation and resolution. Ideal working platform includes serving as a corporate steward, interacting and collaborating in team-based culture, with diverse customers. Noted for accomplishing measurable and scalable results while managing multiple tasks independently and leading in high tempo environments. I am also know studying more on CyberSecurity as well.
Troubleshoot complex integration connectors and internal microservices, performing gap analysis to identify and resolve data flow failures. Act as a technical liaison between clients and Engineering to resolve product defects and scope enhancement requests for ERP connectors Contribute technical articles to the internal knowledge base and improve existing content Navigate complex environments involving SQL processes and Windows-based systems to maintain data integrity between Procore and external ERPs. Onboard and train technical team members on integration best practices and internal tools to ensure consistency in client delivery. Support Yardi, Sage 100, Sage 300, QuickBooks Desktop, Workday, CMiC integrations.
Resolved user inquiries across hosted apps, systems, and services using investigative troubleshooting Trained corporate staff on network tools and applications to improve day-to-day efficiency Supported high-speed internet systems and maintained secure corporate networks, ensuring 99.9% uptime for business-critical hosted applications. Developed and delivered technical training programs for corporate staff to enhance day-to-day operational efficiency with network tools. Successfully led an enterprise-wide technical migration to Office 365 ahead of schedule, demonstrating high-level project management and technical deployment skills.
• Communicated technical expertise and support that spans telephone, internal peer and vendor messaging and E2E customer emails related to NRTC Managed Services’ ISP partner • Consulted with customers and provide additional solution/enhancements in the form of utilizing additional NRTC Managed Services' products, resources and services • Source and deliver effective troubleshooting and resolutions to voice, data, video and connection issues for customers. • Provided strategic direction and answer customer’s service needs. • Tracked and recorded each phone call via internal resource tool to provide a detailed after-actions knowledge article related to resolution of the call • Managed corporate relationships by proving backup/proxy assistance for other Technical Support Representatives.
• Help with operation oversight to all team managers, leads, and team representatives for accountability, training and setting and completing objectives and goals. • Assessment of presentations to clients for administrative and technical application uses for Success Ware Platform on the laptop and IOS and Andriod mobile devices. • Onboarding and certification of staff to align with client allocation by proficiency, territory, and time zone. • Consult and advise stakeholders and directors on the day to day implementation and account status • Troubleshoot issues with website and user software
• Tracked daily activities in Jackrabbit class software for consistent reporting. • Managed 8,000 square foot facility and maintenance equipment to ensure all safety protocols are met • Maintained confidentiality and records with sensitive information. • Maintained full compliance with legal, health, and safety regulations. • Worked with experienced teachers to improve student learning, lesson planning, and performance.