Information Technology Projects
Maximum Solutions, Inc. 2015
Technical Support Department Improvements
Through 2015, I was able to raise customer satisfaction rates from 90% to 95%, this was with a client base of more than 1,000 organizations throughout the U.S. and Canada. This was accomplished by successfully completing a number of initiatives. I integrated an application called Round Robin with our current ZenDesk ticketing system. This integration automated our incoming ticket assignment process and allowed us to gain one FTE for additional customer support. Next, I documented and implemented SLA's, which gave our client base a clear and concise set of standards and expectations concerning support. Finally, I authored and adopted a 24/7 emergency support policy that guaranteed our clients would get critical support outside of normal business hours.
Maximum Solutions, Inc. 2014-2015
Hardware Implementation Project
Worked closely with Implementation Manager to document all network and hardware specifications, recommendations, and processes for successful implementation of our SaaS product. These policies and processes have been used to successfully onboard hundreds of client organizations in a manner that is seamless and efficient.
Windows 7 Testing
Performed all aspects of testing Windows 7 with our enterprise client/server application. This included testing of all hardware and drivers, as well as testing of remote desktop, terminal services, and Citrix environments.