Service Desk Development Specialist / Origina

• collaborated with cross-functional teams to streamline system processes, improve user experience, and ensure data integrity;
• compiled detailed system health reports, identifying areas of concern and improvement opportunities;
• simplified system processes, modified user roles, and enhanced overall user experience.;
• created and managed 365 accounts for internal staff, streamlining the onboarding process and ensuring smooth access to resources;
• prioritized and resolved system issues or outages quickly to minimize disruptions;
• coordinated troubleshooting and technical support for clients globally, ensuring timely resolution by facilitating communication between clients and expert teams
• developed and implemented templates to optimize operational efficiency and streamline workflows;
• identified and addressed underlying IT issues to minimize operational disruptions for clients;
• adhered to service level agreements, managing incidents efficiently to meet and exceed client expectations;

Technical Support Representative / Nextiva

• assisted customers with the configuration, setup, and troubleshooting of VoIP devices and systems via phone calls, chats, and emails, ensuring smooth communication and call quality;
• provided training sessions for customers to familiarize them with the VoIP platform and its features, empowering them to use the system effectively;
• researched and resolved complaints and inquiries on various computer systems;
• troubleshooted and supported integrations between the VoIP system and third-party applications or CRM platforms;
• consistently achieved high rankings in monthly metrics, including average call duration, hold time, and quality assurance;
• escalated cases to engineers when outside the scope of technical support;
• maintained updated knowledge of company products and services to provide excellent customer support;

Office Administrator / Bretzel bakery

• answered phone calls, took orders and provided information by answering questions and requests about products;
• performed bookkeeping task such as preparing and monitoring invoices, monitoring accounts, and budget tracking;
• maintained supplies inventory by checking stock to determine inventory level;
• performed other relevant duties when needed