• Jul 2022 - Present

Provide world class customer service and support.Provide back-up telephone support for the IT Service Desk Technician I.Knowledge and practice of current technology trends specifically virtual environments.Diagnose and troubleshoot incidents from IT Service Desk Technician I and ensure they are logged/monitored in the tracking/ticketing system correctly.Provide quick, yet efficient Desktop support.Participate onsite for Go Live support of major IT initiatives.Provide IT Customer Service off hours.Creation and management of system documentation.Lead continuous improvements of IT Customer Service functions.Accountable for completion of project work and handling prioritization of competing deadlines.Create alternative methods of completing tasks, correcting errors and system inconsistencies to improve the Service Desk team function.Incorporate guiding principles of Operational Excellence and Absolute Customer Commitment into all calls; whether troubleshooting incidents, assisting with requests or routing to another group. Respond with a sense of urgency; own the issue; exceed customer expectations; drive resolution; and follow-up.Vendor and Project Management.Associate training and advocacy.Establish and maintain process and technology standards; define, monitor and measure; maintain clear accountability; drive continuous improvement and cost reduction.Work with other IT personnel to aid in the resolution and change control.Knowledge transfer to ITSDT I – emphasis in improving customer service and cross team interactions.Problem solving – Proactively anticipate issues, problems and business requirements. Resolve problems while maximizing efficient use of time and computing resources.Exhibit and convey high energy, empowerment, execution and empathy in all interactions. Show less

• Jul 2019 - Jul 2022

Helped end users with computer software and hardware issues.Taught end-users correct processes and problem-solving techniques.Developed and sustained high-quality, empathetic, informed telephone and customer communication skills.Placed outbound calls to follow up on reported issues.Monitored and managed system alerts and notifications and responded accordingly through service tickets.Supported and maintained in-house computer systems and peripherals.Monitored and responded quickly and effectively to requests received through IT Helpdesk.Worked with IT Vendors to come to solutions to complex problems.Stayed up to date on latest technologies through ongoing education.Created, updated, and maintained IT knowledge base articles.Maintained users in Microsoft Active Directory and Microsoft Azure Active Directory.Maintained basic inventory, emphasizing cleanliness and organization of storage area.Worked effectively and efficiently in a team environment.Met corporate expectations for attendance, quality, and performance.Provided on-call and weekend help desk support.Provided support and managed end user connections to VMWare VMs. Show less

IT Consultant

• Oct 2018 - Jul 2019

I was contracted to Nature's Way through TEK Systems. I was contracted to Nature's Way through TEK Systems.

Technician

• Sep 2016 - Oct 2018

Diagnosed hardware and operating system problems and repairs. Supported local area networks and troubleshooted issues. Installed computer software security patches and upgrades. Identified and implemented enhancements to systems. Imaged, deployed, setup and maintained desktop and laptop systems. Documented all inbound and outbound customer interactions. Provided exemplary customer service over the phone, in person, and by email to consumers and businesses. Develop training regimen for new Service Technician Hires Show less