Trouble shoot and resolve customer service related queries through phone, chat, and web tickets in accordance with Fortinet policies and procedures. Professionally screen incoming customer calls, assist with ticket creation, verify entitlement and route customers to the appropriate team. Develop a good understanding of all Fortinet products, contracts, and licensing. Participated in the creation and improvement of Fortinet customer policies, procedures, and guidelines relating to customer service.

(1 year 6 months)

(1 year 1 month) Responsible for organizing records and following a filing system such as letters, legal documents, case files, correspondence, invoices and memoranda according to that system. Located and retrieved request files, as well as prepare legal documents, indices, file folders and labels.

Summer term position while I was a senior at San Francisco State University. Gained clerical experience in an office setting. Experience with electronic calendars/scheduling. Effective written and interpersonal communication skills. Proficient in computer and basic software communication skills. Exceptional organizational and customer service skills.