Buffalo, New York, United States
• Rebuilt and updated Powerwall support documentation, adding 14+ SOPs used across the team. • Partnered with PMs, Tier 2, engineers, and writers to align documentation with field needs and cut escalations. • Created Bolt Forms to streamline Tier 1 escalations and reduce repeat customer issues. • Managed 200+ customer cases a month using Periscope and Garage and wrote guides for common issues. • Helped improve overall support processes and earned the Rockstar Performer and Accelerator awards.
• Implemented process improvements in the design and manufacturing stages to enhance ergonomics and ensure technical specifications met both client and regulatory standards, optimizing resource utilization. • Designed a versatile desk clamp using CAD that enables one-handed operation of the SPR1NG Controller, expanding usability and market reach for individuals with limited mobility. • Performed technical data interpretation and conducted assessments to ensure quality management and compliance with industry standards.
Supervise IT Consultants • Provided frontline technical support to students and faculty, resolving over 300 technical issues, including complex software problems and system troubleshooting. • Collaborated with cross-functional teams to manage and resolve IT-related complaints, ensuring timely issue resolution. • Developed and maintained technical documentation to support continuous improvement initiatives and enhance user experience.
• Provide customer service and IT support to UB students, faculty, and alumni. • Resolve complex software issues, including reimaging operating systems, data handling, cybersecurity, computing stations, and on-site services.
Laertis Ikonomou Lab • Conducted cell culture and wet lab techniques along with fair knowledge of working with various pharmaceutical devices
• Constructed a dashboard for the Quality Assurance department to automate the Trends report using Microsoft Power BI, reducing the data analysis time by 97%. • Managed both B2B and B2C technical complaints within the Quality Management System, conducting root cause analysis on defective products as per industry standards to improve quality control measures. • Investigated technical complaints and ensured resolution by conducting root cause analyses as per internal SOPs, effectively communicating investigation results to improve product reliability. • Designed interactive Quality Culture presentations to foster a culture of continuous improvement, learning, and ownership based on KPIs, leveraging technical writing and presentation skills with Microsoft PowerPoint.
• Devised a Visual Basic Macro code to sort millions of data entries, cutting manual labor and time by over 90%. • Utilized data analysis and engineering principles to create a Data Inventory Analysis Report, providing statistical insights for process improvement and budget planning in the Records & Information Department.