Experience

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  Ind consulting

  Aug 2013 - Nov 2016

  It consultant

  I supported over 350+ staff members both local and remotely on any IT issues. Troubleshooting for hardware and software issues. I analyzed, resolved, and maintained both hardware and software for networks, email, desktops, and telecommunications. Interacted with end-users via phone, email, or messaging to help resolve their technical issues. I recorded all technical issues and resolutions in a computer-based ticketing system.• Provided technical support for hardware, software, networks, peripherals, and web applications.• Analyzed and understood complicated issues quickly, and implement the solutions urgently needed• Provided complex technical support combined with exemplary customer service.• Excelled at over 15 quality metrics for customer service including empathy and first call resolution.• Mastered hundreds of potential technical problems and their quickest solutions.• Multi-tasked and used expert-level soft communication skills to provide high-scoring efficient customer service in an extremely fast-paced tier 1 help desk call center during peak business season.• Forwarded requests and unresolved issues to the designated resource by communicating and coordinating with internal departments.• Researched and investigated issues on various CMS systems and databases to resolve service issues and/or product problems.• Provided a thorough support, problem resolution and navigational assistance for customers via chat, email, and phone. Show less

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  G4s

  Dec 2016 - May 2019

  Lead security officer

  Maintained safe and secure environment for customers and employees by patrolling and monitoring premises and personnel.• Secures premises and personnel by patrolling property; monitoring surveillance equipment; inspecting buildings, equipment, and access points; permitting entry.• Obtained help by sounding alarms.• Prevents losses and damage by reporting irregularities; informing violators of policy and procedures; restraining trespassers.• Controls traffic by directing drivers.• Complete reports by recording observations, information, occurrences, and surveillance activities; interviewing witnesses; obtaining signatures.• Maintained environment by monitoring and setting building and equipment controls.• Maintained organization's stability and reputation by complying with legal requirements.• Ensured operation of equipment by completing preventive maintenance requirements; following manufacturer's instructions; troubleshooting malfunctions; calling for repairs; evaluating new equipment and techniques.• Contributed to team effort by accomplishing related results as needed. Show less

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  Grubbrr

  May 2019 - Mar 2022

  Hardware and software technical solutions specialist

  Customer-Facing SME: Actively served as a technical Subject Matter Expert (SME) for the Product team, contributing to Quality Assurance (QA) efforts to improve product reliability and performance.QA Processes: Engaged actively in Quality Assurance (QA) processes to test and validate software solutions, improving product stability and enhancing overall user experience.Application Administration: Handled application administration tasks while providing robust support to both internal teams and customers, ensuring smooth system operations.System Analysis: Conducted thorough analyses of system issues to identify root causes and collaborated with development teams in the US and India to design, test, and implement effective solutions.Technical Support: Diagnosed and resolved technical inquiries from customers, managing software and hardware deployment to ensure seamless operations.Training and Documentation: Managed training for technical staff and created informative knowledge base documentation for agents and customers, promoting best practices and knowledge sharing.On-Call Support: Provided on-call support for critical client business operations, resolving issues related to Point of Sale (POS) systems and credit card terminals to ensure uninterrupted service Show less

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  Merchant lynx services

  Apr 2021 - Mar 2022

  Hardware and software technical support specialist lead

  Team Supervision: Led a team of 6 in consistently meeting Service Level Agreements (SLAs), resolving complex technical issues, and finding solutions for any missed targets or procedural inconsistencies.Documentation Creation: Developed clear troubleshooting guides for key procedures, including pin-pad IP configuration and transaction data management, which streamlined our support efforts.File Management and Updates: Oversaw the management of files and executed updates for various platforms, including Bantek, TSYS, BroadPOS, Dejavoo, DishOut, Ingenico, and Clover, ensuring compliance and proper data handling.Terminal Setup and Support: Set up terminals and pin pads, handled file updates, and coordinated hardware replacements for merchants, all aimed at enhancing operational efficiency.Quality Assurance: Created and implemented QA documentation and testing procedures to ensure consistent product performance, helping to reduce support tickets by 20%.Installation Facilitation: Organized hardware integration appointments with merchants, ensuring quick resolutions to any technical challenges during implementation Show less

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  Nordis technologies

  Mar 2022 - Nov 2024

  Project Ownership: Lead new customer implementation projects from start to finish, ensuring tasks are done efficiently, deadlines are met, and project goals are achieved for a successful deployment.Configuration and Installation: Handle the installation and customization of software to meet client needs.Customer Experience Management: Manage the customer journey from sales handoff to go-live, focusing on enhancing satisfaction and retention throughout the implementation process.Client Collaboration: Work closely with clients to understand their specific business needs and turn those into actionable project plans for successful SaaS solutions.Stakeholder Partnership: Collaborate with internal and external stakeholders to address customer needs, building strong relationships that support project goals.Documentation Creation: Create and maintain comprehensive project documents, including plans, status reports, and user guides, to ensure everyone is on the same page.Onboarding Support: Step in during onboarding and secondary implementations to ensure a smooth experience for clients, reinforcing our commitment to their success.Technical Facilitation: Coordinate with the development team to manage necessary system changes and ensure that technical requirements are executed effectively.Risk Management: Identify potential risks in the implementation process and develop strategies to address them, keeping stakeholders informed and proposing solutions to ensure continuity.Client Education: Provide training on additional products and features to help clients understand and make the most of the system.Best Practices Sharing: Share innovative ideas and industry best practices to improve client satisfaction and support ongoing improvement.Multi-Project Management: Manage several implementation projects at the same time, tracking progress and communicating project statuses to ensure timely completion and adherence to SLAs. Show less Leads Manage multiple customers through the successful implementation of Nordis Technologies Expresso solutionAbility to drive installations in a matrix management environment that includes influencing, efficiency, collaboration, candor, and openness with a focus on results orientationManages the acquisition and review of required Client dataResponsible for issue recognition, identification, and application of appropriate resources necessary to resolve issues, and overall management of issues through resolutionDevelop and conduct end-user and internal Expresso program trainingCoordinate installation turn-over to Client Service ManagerActively participate in the refinement and implementation of internal processes and procedures based on client feedback to support Expresso’s solution deployment, and ongoing client servicingProficient in collaboration, conflict resolution, group interaction and dynamics, installation management, and facilitation of significant installationsMaintain a high level of commitment to superior customer satisfaction through the entire duration of the Expresso installationEnsure the successful completion of implementation Show less

  • Software Implementation Specialist

    Mar 2022 - Nov 2024

  • Solutions Specialist

    Mar 2022 - Jul 2022