Manage cases depending on severity from p0 to p3 prioritizing them on the urgency needed to be investigated Analyzed error messages from phone/cloud errors to troubleshoot what the root cause was and reiterated best practices to avoid reoccurrence Primary contact with the QA Team to document errors/complaints and escalated them to the appropriate teams depending on severity Worked closely with the VP of Compliance to regularly perform confidential audits of activities of users suspected of suspicious activities through audit logs Provide remote technical support for company phones, including troubleshooting, configuration, and user assistance

Provided support to ChromeOS users by troubleshooting/delivering devices to end users Processed and auditing inventory of thousands of Chromebook devices using Google’s proprietary hardware request tracker and Google’s ticketing system Reworked devices that consisted of adding physical modifications, rewriting data through terminal commands Complete overhaul of legacy Dispo process that increased efficiency and readability Asset management of thousands of ChromeOS devices

Made meaningful connections with customers which resulted in customer retention and served and managed for private events that held up to 100 people