from REMOTE ( TIER I SUPPORT ) to IN-CLASS ( LAB TRAINING )
requires 3-6 months
As a Tele-performance Microsoft Exchange Online tech support partner we assisted an international client base of systems administrators with on-boarding tasks and migrations from older exchange servers and/or competitor mail server installations to the cloud. My primary role as a Break/Fix support agent allowed me to engage at all levels of the deployment, configuration and maintenance of small business owners (1-49 on-line users).
Our day to day activities included consultative 1-2 hours sessions assisting customers with finding the right documentation for their desired task (Installing and configuring Exchange Online, Migrating to Exchange Online, Importing data, Verifying Domains, Configuring DNS settings) and Technical Support sessions to resolve existing problems utilizing our Subjective, Objective, Assessment, Plans that included problems with Deployment, Migrations, Role Based Access Control per (user, mailbox, calendar, distribution groups) as well as the security issues associated with email, calendaring and scheduling and shared resources such as Spam, Malware, Data Loss Protection, Information Rights Management and email Encryptions and Synchronization.
from BASIC ( U&R training ) to ADVANCED ( Frontline SE Tier I Support )
MY SOFTWARE SUPPORT experience includes training responsibilities for the Microsoft Office Up & Running consumer downloads, installs and activations department at Tele-performance. As head trainer for the new U&R team of 40 employees I delivered extensive training and support on the Microsoft U&R tools including ASD (Case Management Software), One-Call (Microsoft VOIP Softphone), KIT (Product Keys), PACSR (Activation Over-rides), ORST (Redemptions, Blocks, MSA & Edu) as well as Consumer tools like OAW (Activation Wizard) and the many Microsoft websites for account management and software purchases. Our consumers were assisted either via phone/email conversations or utilizing LogMeIn remote sessions.
from IBM ( Lotus Notes/Domino ) to Microsoft ( Exchange/Exchange Online )
As a member of our Direct Marketing Agency's IT department we Developed, Trained and implemented 300 plus Lotus Notes/ Domino Intranet/Extranet (Cloud) databases that automated and connected the Account Management, Traffic/Production and Creative Services departments across all of our international offices and the USA.
As a Member of the outsourced Tech Support department of a Microsoft Partner we assisted Microsoft Exchange 2008, 2012 and 2016 server administrators migrate to the cloud.
CRM / SFA
from IN-HOUSE ( Lotus Notes ) to IN-CLOUD ( Salesforce )
As a member of our CRM/SFA Lotus Notes team I was in-charge of the on-site implementation, configuration and customization of a 21 database suite that enabled organizations to manage their customers, products and services in a consolidated environment that allowed for robust enterprise resource management across multiple departments.
As a Inbound Marketing Sales representative I constantly use cloudbased CRM software like Salesforce.com
What is CRM?
CRM / CMS
eCommerce / Online Stores
8000 Retail stores will shutdown in 2017. Will you be one of them?
from DESKTOP ( Apple, Windows ) to MOBILE ( Android, IOS )