Managed and prioritized incident and service request tickets for cloud-based enterprise applications, including LoadRunner Professional, LoadRunner Enterprise, and QC ALM. Ensured clear and timely communication with customers throughout the support lifecycle. Troubleshot and resolved complex issues related to software, configuration, integration, and performance in both cloud and on-premises environments. Escalated unresolved issues to senior support, DevOps, or product engineering teams to drive timely and effective resolutions. Monitored cloud infrastructure, health and performance; responded to alerts and proactively mitigated issues to ensure high availability. Provided expert guidance to customers on product usage, configuration, and best practices to enhance performance and user adoption. Authored and maintained internal documentation, including troubleshooting guides, FAQs, and knowledge base articles, to support team efficiency and knowledge sharing.

Led technical support for SMG's multi-site Windows Server 2012-based display systems, ensuring optimal uptime and performance. Diagnosed and resolved IoT connectivity issues related to Sigfox antennas for WND Group, improving data transmission reliability. Installed and configured Cradle point WWAN solutions for enterprise environments, supporting remote connectivity and failover. Delivered technical support and diagnostics for VoIP systems, addressing call quality, configuration, and service disruptions. Optimized workflow efficiency by creating detailed documentation of service desk procedures and best practices.

Diagnosed and resolved hardware/software issues including print quality, paper jams, connectivity, and driver conflicts across various printer models. Delivered user-friendly support via phone, email, chat, and on-site visits; escalated unresolved issues appropriately. Performed routine maintenance (e.g., cleaning, toner/fuser replacement), color calibration, and identified components for service or replacement. Set up and network-configured monochrome and color printers; managed print queues, preferences, and security settings. Log support tickets, maintenance actions, and recurring issues; provide usage guides and troubleshooting documentation. Stayed current on printer technologies (inkjet, laser, MFPs), firmware updates, and model-specific features/limitations.

Handled Tier 2 escalated customer inquiries via chat, providing advanced troubleshooting for Kindle devices, content delivery, account issues, and subscription services to ensure high customer satisfaction. Acted as a point of contact for Tier 1 agents during live chats, offering real-time support and mentoring on technical issues, tone, and process compliance. Monitored chat interactions for quality assurance; provided constructive feedback to enhance service delivery and customer experience. Identified recurring issues and process gaps, escalating them to management and recommending improvements to SOPs and knowledge base content. Tracked and analyzed team performance metrics (CSAT, FCR, AHT); reported insights to supervisors and supported action planning for improvement. Collaborated with cross-functional teams including other support tiers and backend operations to drive resolution of complex customer issues. Participated in calibration sessions and team meetings to stay aligned with evolving processes and product updates. Supported onboarding and training of new chat agents through shadowing, best practices sharing, and delivering refresher training sessions.

Provide advanced technical support for Kindle e-readers, Fire tablets, and Kindle apps across multiple platforms. Troubleshoot complex hardware/software issues and network-related problems. Analyze and resolve escalated cases from Tier 1 support agents. Escalate systemic or unresolved issues to Tier 3 or engineering with complete documentation. Maintain detailed and accurate case notes in internal ticketing systems (e.g., Salesforce, Zendesk). Update and create knowledge base articles to reflect new troubleshooting techniques or fixes. Deliver feedback to support teams and product stakeholders on recurring issues and customer pain points. Mentor and support Tier 1 agents with complex issue handling. Participate in training and quality assurance processes to ensure service consistency.

Conduct data collection and analysis across operations, customer feedback, and performance metrics to identify trends and areas for improvement. Lead continuous improvement initiatives using Lean, Six Sigma, and Kaizen methodologies to enhance operational efficiency, product quality, and customer experience. Collaborate with cross-functional teams (Operations, Logistics, Product Management) to align quality improvement goals across the organization. Develop and implement training programs to educate staff on quality standards, process improvements, and best practices. Perform root cause analysis to identify and address underlying causes of quality issues, defects, and customer complaints, ensuring long-term solutions. Monitor and report on key quality metrics using dashboards and reporting tools, communicating progress and results to senior leadership. Ensure compliance with internal and external quality standards, regulations, and industry best practices, driving audits and corrective actions as needed. Enhance customer experience by identifying and addressing quality issues, focusing on improving product quality and service delivery. Lead performance improvement projects, setting KPIs and tracking the effectiveness of changes to ensure continuous operational improvement. Identify and mitigate risks in the supply chain, manufacturing processes, or delivery systems to safeguard product quality. Utilize advanced data analytics tools (e.g., SQL, Excel, Tableau) to drive insights and support decision-making in quality improvement efforts.

Delivered exceptional customer service by answering inquiries and resolving issues via phone, email, and chat, ensuring a positive experience for Amazon customers. Provided accurate information regarding Amazon products, services, and order statuses, enhancing customer satisfaction and trust. Processed customer orders, returns, exchanges, and cancellations in a timely and efficient manner, ensuring smooth transaction workflows. Investigated and addressed customer complaints related to shipping, product quality, and account issues, providing effective solutions. Assisted customers with troubleshooting technical issues, offering step-by-step guidance for product setup or resolving service concerns. Managed customer account updates, including address changes, payment methods, and subscription preferences, ensuring accuracy and data security. Collaborated with internal teams to resolve complex issues, escalating problems when necessary to ensure prompt resolution. Contributed to improving customer satisfaction by proactively suggesting relevant products or services based on individual customer needs and preferences. Documented all customer interactions and issues accurately within Amazon's CRM system, ensuring clear records for future reference and follow-up. Met or exceeded established performance metrics, including response time, resolution time, and customer satisfaction scores. Adhered to Amazon's policies and procedures, maintaining a high level of professionalism, confidentiality, and data security during all customer interactions. Followed up with customers after resolution to ensure continued satisfaction and foster long-term customer loyalty.