Aaron Mayers Email & Phone Number

United States

New York, Ny

IT support and help desk professional responsible for handling inbound calls and providing L1 and L2 troubleshooting to callers, working with a call routing system, entering caller information into a database and using system to retrieve information.Duties include:Answering phones, e-mails, and or chats from customers professionally and responding to customer inquiriesProvide L1 and or L2 support to callersEngaging language translation services as needed, nine languages using a third-party toolLogging calls into the Service Now ticketing systemResearching required information using available resources such as knowledge base, workflows, and defined scriptsIdentifying customer problems and following the script to provide resolution, recording details of comments, inquiries, and actions takenEscalate priority issues to the Team Leads and Management for a successful resolution, routing created tickets to the appropriate L2/ L3/ L4 teams for resolution

New York, New York, United States

- Leadership & Management: Oversee departmental policies and procedures to ensure outstanding customer service and safety. -Security Operations: Monitor surveillance equipment, conduct building inspections, and verify visitor credentials.- Training & Development: Conduct performance evaluations and training sessions for staff.- Technical Coordination: Utilize Excel, Microsoft Office, and DSS portal software for daily operational management.- Communication: Maintain seamless communication across staff to implement policies and procedures effectively.- Troubleshooting company and facility equipment: Desktop computers/hardware, fire alarm systems, mobile devices, patch panels, security camera surveillance software, etc.