Wahdgi Cale

• Level 2 support agents are responsible for handling more complex technical issues that cannot be resolved at initial contact point
• Streamlined support processes for increased efficiency and reduced response times.
• Explained technical information in clear terms to promote better understanding for non-technical users.
• Diagnosing system vulnerabilities, providing in-depth product guidance, analyzing log files, or assisting with intricate configuration setups.
• Collaborate with other departments, such as engineering or backend, to address escalated issues and ensure timely resolutions for customers
• Served as escalation point for challenging technical inquiries, demonstrating expertise in product knowledge and problem-solving abilities
• Consistently met or exceeded performance metrics, contributing to overall team success
• Gathered trend data from customer calls and interactions

• Responsible for cabling infrastructure service requests.
• Oversees the budgeting, invoicing and documentation of infrastructure activities.
• Oversees activities of outside contractors to ensure that terms of our project contracts are being fulfilled.

• Implemented and maintained technology and software budget.
• Documented processes to streamline setup, customization and maintenance.
• Mentored junior staff members through hands-on training sessions and regular performance reviews to enhance their professional growth opportunities.