As the Senior Support Specialist in the National Support Center (NSC) I am the most senior member of the team that provides technical support to clients. I am charged with mentoring and training team members in the proper use our systems and tools, documenting NSC processes, and providing feedback and ideas to the management team towards improving the customer experience. I am also a major contributor to our technical support blog and internal knowledge base.
I started my career in Product Support with Autodesk in 1992 where my primary responsibility was to support the core and network functionality of the AutoCAD-based products. While moving up the ranks, I was selected to provide mentoring and training to other support groups and had great success performing in roles that interfaced with development teams to test and develop new features before release. Finally, as Technical Account Supervisor and Support Analyst, I was charged with managing the service delivery to many major accounts. I joined Avatech Solutions as a Support Specialist in 2004 and was quickly appointed a team mentor, trainer, process documenter and escalation point for core functionality, installation issues and licensing. Most recently, I’ve been assigned the added responsibilities of assisting in managing customer satisfaction and the day-to-day operations of the National Support Center.