unodimacs User

Responsible for effective execution of standard client proposals and supporting the sales process through accurate, timely, and well-structured responses to standard RFQs and RFPs. Manages assigned RFQs and RFPs, coordinates inputs from internal contributors, and prepares labor estimates and costing using automated pricing tools.

Led enterprise-wide strategy and implementation of specification systems excellence initiatives, including digital specification management tools and document control platforms. Owned governance structure for specification creation, revision, approval, and retirement across business units, and drove process harmonization and system integration efforts.

Triaged ServiceNow tickets assigned to the Monitoring queue and performed weekly audits for tickets that should have been handled by First Call Resolution. Created Confluence pages as reference for known issues and workaround articles, and created JIRA tickets for escalated issues to assign to the Dev Team.

Guided technicians onsite during solar installation or commissioning and assisted dealers/customers with issues related to online monitoring (web/mobile application).

Conducted training for new team members and knowledge transfer with other members. Provided coaching for call and QA evaluations and created JIRA tickets for new issues to send to the Product Team for investigation and resolution.

Assisted customers with internet connection issues and verified the status of phone and internet orders.

Provided troubleshooting steps for customers regarding internet access, including email service, connection speeds, and service availability. Also acted as a Customer Service Representative by providing general information on telephone, television, and mobile phone services.

Troubleshooted, repaired, and performed regular preventive maintenance for computer hardware and software, LAN/WAN, CHRONOLOG machines, and PABX systems. Conducted software/hardware audits and provided technical support to end-users.