• Assisted customers in a call center environment with troubleshooting various types of dental equipment and its related software, resulting in high first call resolution rates
• Performed software upgrades and database server migrations to ensure optimal performance of proprietary dental software
• Troubleshot client/server connections, software database issues and xray equipment problems, and worked with other departments to resolve issues
• Developed and deployed tools to assist in the troubleshooting and installation of software as well as automating ticket creation and note taking resulting in improved workflow and increased productivity for the entire company.
• Utilized remote access tools to connect to customer systems and perform database maintenance, reducing on-site service calls
• Provided SQL database correction by running TSQL queries to make table adjustments, resulting in improved data integrity
• Assisted in training new team members on technical support procedures and best practices
• Stayed current with industry trends and advancements, as well as new product releases, to provide expert level support to customers

• Assisted customers with troubleshooting software and hardware issues related to proprietary dental equipment
• Provided first call resolution for customer inquiries, escalating more complex issues to level 2 support as needed
• Performed software upgrades and database server migrations for customers
• Utilized troubleshooting tools and resources to diagnose and resolve technical issues
• Communicated effectively with customers to provide clear and concise instructions for resolving issues

• Led a team of level 1 technical support representatives, providing mentorship and training to improve overall performance and customer satisfaction
• Written and distributed batch scripts to simplify tasks such as registry edits, backups and migrations
• Connected to Citrix cloud servers to perform database maintenance for certain customers
• Provided SQL database correction by running TSQL queries to make table adjustments
• Communicated effectively with both customers and internal teams to resolve technical issues and improve processes
• Provided training and support to level 1 team members to improve their skills and knowledge
• Provided feedback to development team to improve the software and hardware products
• Developed and maintained internal documentation to ensure accurate and up-to-date information for customer support.

• Consistently provided excellent customer service to shoppers by greeting them, answering their questions, and providing assistance with purchases
• Accurately handled cash, credit, and debit transactions, as well as making change and issuing receipts
• Maintained a clean and organized register area by regularly stocking and restocking cash drawers, bags, and other supplies
• Assisted in training new cashiers and providing guidance on proper cash handling and customer service techniques
• Worked collaboratively with team members to meet store sales goals and improve overall customer satisfaction
• Resolved customer complaints and issues in a professional and timely manner
• Demonstrated strong attention to detail and accuracy when handling cash and making calculations
• Maintained knowledge of store promotions, sales, and policies to assist customers with their needs
• Consistently followed all safety and security protocols to ensure the safety of customers and co-workers.

• Managed a team of customer service representatives ensuring that all customers received prompt and friendly service
• Developed and implemented training programs for new customer service staff, resulting in a significant decrease in customer complaints
• Implemented new procedures for handling customer complaints, resulting in a higher rate of customer satisfaction
• Worked closely with store management to identify and resolve issues that affected customer service levels
• Monitored customer service metrics and used data analysis to identify areas for improvement
• Collaborated with other departments to resolve customer service issues and to improve the overall customer experience
• Developed and maintained positive relationships with customers, resulting in increased customer loyalty and repeat business
• Managed the scheduling and staffing of customer service staff to ensure adequate coverage at all times
• Acted as a liaison between customers and other departments to ensure that customer complaints were handled promptly and effectively.

• Acted as a subject matter expert for a proprietary banking software.
• Developed tools to assist in backing up and restoring SQL data with an increase of 25% efficiency.
• Assisted in the development of a custom installer for the software using Powershell.
• Utilized Windows ADFS and MSSQL to assist Financial Institutions with on-premises server migrations for the proprietary software.

Expired June 2020

June 2017

Computer Science | Aug 2014 - Feb 2017

Computer Science | Oct 2010 - Aug 2012

• Worked with a small team to manage and support servers and network infrastructure across 20+ locations.
• Installed and maintain several Linux machines running Redhat and Ubuntu. Tasks include script development and deployment, resource monitoring, and user access management.
• Managed several Webservers running on Linux with Apache, and Windows with IIS
• Utilized best security practices by limiting resource access with security groups, SSH keys and SSL certs, and 2fa.
• Managed mobile devices with Intune by applying configuration profiles to restrict usage, install apps, and change system settings
• Ensured system updates are deployed in a timely fashion to protect against latest vulnerabilities
• Managed end users' access to a variety of network resources including shared storage, and remote application logins
• Wrote and deployed scripts using Powerwshell to automate tasks, push system configurations and install applications
• Consulted and assisted with implementing a complete redesign of the entire IT procedures services, and infrastructure.
• Completely revamped the documentation process for the IT department including server configurations and end user tutorials.
• Helped recover from a ransomware attack by deploying decryption keys and restoring backups.
• Assisted with a full email migration by deploying restoration scripts, and providing end users adequate documentation on how to use the new system.
• Created a GUI tool in Powershell to automatically create and manage end user accounts, increasing efficiency by 90%