Help Desk Technician

• Jul 2018 - Present

Service Desk Analysist

• Oct 2017 - Nov 2017

Provided software technical support to internal customers via phone, chat, email and ticketing tool for a two month contact position.  Performed troubleshooting and resolving issues with a variety of enterprise software.  Documented tickets and escalate as necessary to various higher level teams.  Reset AD passwords via Adaxes, recovered MacAfee encryption log ins, and unlocked accounts in both Adaxes and RSA.  Installed software remotely  Performed troubleshooting via GoToAssist, Configuration Manager Remote Control, Citrix Director and Skype screen share. Show less

Software Technical Support

• Apr 2016 - Sep 2017

Provided software technical support to customers via phone or email. Performed quality assurance testing for pre-release software.  Performed troubleshooting and resolving issues with proprietary engineering-related software.  Document tickets and escalate as necessary to the development team.  Contribute knowledge base articles and videos to assist customers in understanding the software.  Assist customer IT in correcting network issues.  Set up customer accounts and reset passwords for company's website.  Train new Customer Support Associates Show less

Technical Solutions Consultant I

• Apr 2013 - Dec 2015

Delivered technical support to external customers. Opened, documented, and closed trouble tickets as reported into the Call Center Help Desk. * Developed, cultivated, and maintained excellent customer relations that resulted in consistent delivery of high quality customer service. * Performed initial troubleshooting to determine nature of issue and identify next steps * Escalated tickets where necessary to the appropriate support level (internal or outside vendor) * Opened and managed trouble bridges (conference bridges) as necessary to troubleshoot and resolve higher visibility issues (typically SEV 1 and SEV 2 issues) * Contributed processes and procedures to the Help Desk Knowledge Base (Kbase) that maximized Help Desk efficiencies and improved customer service. * Ran reports as necessary to support daily activities Show less

Technical Support Specialist

• Aug 2010 - Oct 2010

Accountable for the delivery of technical support to external customers. * Provided level 1 technical support by phone or e-mail to external customers and clients for proprietary Smart Grid applications * Provisioned new Smart Grid Home Area Networks Accountable for the delivery of technical support to external customers. * Provided level 1 technical support by phone or e-mail to external customers and clients for proprietary Smart Grid applications * Provisioned new Smart Grid Home Area Networks

Business Analyst/Quality Assurance Tester/Technical Support Specialist

• Apr 1999 - Oct 2008

Performed user testing on software to provide an excellent customer experience. Troubleshot and resolved technical issues in a timely manner. * Evaluated business processes, converting business requirements to functional requirements * Provided level 1 and level 2 technical support training to call center personnel * Ensured standards of quality - measured in terms of reliability, scalability, and ease of use while providing manual and automated integration testing * Wrote test cases and recorded and tracked software and hardware issues * Provided level 1 and level 2 technical support for both web-based Software as a service and computer software by phone or e-mail to external customers and clients for proprietary small business-related computer and web-based software including Accounting, Human Resource, and Sales Force Automation/Customer Relations Management applications * Performed minor maintenance on office equipment * Provided level 1 technical support by phone or e-mail to external customers and clients for proprietary small business-related computer and web-based Software as a Service software including Accounting, Human Resource, and Sales Force Automation/Customer Relations Management applications * Handled Windows configuration issues and tracked problem trends and trouble tickets * Escalated problems as needed while providing user feedback to developers Show less