Facilitated network uninstall and reinstall of tax preparationsoftware for accountants working without internal IT personnel.Supported single-user networks in downloading, installing, andconfiguring software updates online. Assisted QuickBookscustomers with supplies integration.
Identified and resolved malfunctions pertaining to systemaccess for agents, collaborating with agents and theengineering/product development teams.
Supported QuickBooks desktop and online customers withtips to help clients discover additional features within theirsoftware resulting in increased business and streamlinedaccounting processes.
Facilitated first time use QBO customers as well as FTUPayroll within their accounts.
Directed and supported other agents as mentor and subjectmatter expert in managing escalated issues.
Routinely worked with Tier 3 agents and engineers totroubleshoot and resolve emerging issues.
Discovered accounting inaccuracies caused by technical bugs;reported to management to determine resolution.
Performed comparative research to determine the cause ofissues and identify areas needing improvement.
Held additional roles with Parsons, Verizon and Bell Atlantic