Experience

Technical Support Team Lead

05/2022 – 01/2024

Silverware POS

  • Promoted from Analyst role due to strong performance and leadership ability.
  • Led complex client support cases across phone, chat, and email for 500+ business accounts.
  • Prioritized daily tasks based on urgency, impact, and client deadlines, demonstrating strong judgment and independence.
  • Mentored junior agents, helping improve consistency and service excellence across the support team.
ZendeskMicrosoft TeamsOutlookAzure DevOpsSQLProprietary Remote ToolsInternal Cloud-Based Systems

Technical Support Analyst

11/2021 – 05/2022

Silverware POS

  • Provided frontline support for POS and back-office systems in a fast-paced SaaS environment.
  • Diagnosed and resolved technical issues remotely, using Zendesk and remote access tools.
  • Assisted with device setup, account provisioning, and onboarding new clients.
  • Logged and escalated unresolved issues, contributing to faster triaging and team insights.
ZendeskMicrosoft TeamsOutlookProprietary Remote ToolsInternal Cloud-Based Systems

IT Coordinator

11/2019 – 07/2020

Green & Spiegel

  • Delivered first-line support to 120+ professionals, resolving access, software, and technical issues across multiple platforms.
  • Managed user provisioning, license control, and access escalations in Microsoft 365 and internal CRM tools.
  • Logged service trends and submitted issue reports for team improvement, enhancing visibility into recurring cases.
  • Ran internal cybersecurity simulations and delivered staff training to improve phishing awareness.
  • Handled employee onboarding and offboarding, ensuring secure device setup and account access.
Microsoft 365Active DirectorySQL

IT Support Specialist

07/2020 – Present

Infinite Technology Inc.

  • Designed and launched the company’s e-commerce site, fully integrated with POS systems for real-time inventory and order processing.
  • Built and deployed a customer support infrastructure using Freshdesk, including automated workflows and a self-service knowledge base.
  • Manage and resolve all incoming support tickets across email, phone, and chat, maintaining fast resolution times and high customer satisfaction.
  • Supervise and train staff on newly implemented tools, including the helpdesk platform, website backend, and AI-powered support features.
  • Spearheading the adoption of AI tools to streamline internal operations and customer service workflows, significantly improving efficiency.
  • Leading development of a new custom website for an additional business function to improve scalability and user experience.
  • Handle all customer escalations and serve as the final technical point of contact for unresolved or high-priority issues.
FreshdeskLightspeedAI ToolsWordPressSpurnowFygaro