Assisted customers with downloading software, generating license keys, installing software and installing license keys. Responsible for troubleshooting license key errors not able to connect to license server. Wrote technical content that was uploaded into knowledge base to be used for Technical support engineers and Customer information.

• Maintained 90% customer satisfaction rating while training new members of the licensing team.
• Authored and published technotes in a timely manner for resolving new problems and defects that was uncovered.
• Reconciled customer licensing accounts generating increased renewals from maintenance and support contracts.
• Created training manual for new hires resulting in a more structured and efficient training schedule.
• Coached other team members with problem cases helping to resolve issues in a timely manner.

/ FLEET / BANK OF AMERICA Team Lead Help Desk Associate Resolved issues from internal customers and trained team members on bank policies, procedures and technical system questions.

• Collaborated with team to create call coding categories establishing departmental trends. Used this data to create updated and thorough training materials for employees.
• Coached and trained other team members on best practices to assist clients resulting in higher quality monitoring scores.
• Created and trained team members on new software releases and policy changes that increased customer service efficiency.
• Installed software that provided access to new hires reducing initial start up time.