Aaron Angelo Email & Phone Number

Sebastian, Fl, Us

Westborough, Massachusetts, United States

• Provide remote support across one hundred fifty domestic and international locations for Georgia Pacific's Packaging, Dixie, and Building Products divisions, ensuring seamless operations.• Participated in a rigorous 24/7 on-call rotation, swiftly resolving, or escalating critical issues that hindered production, maintaining operational continuity within SLA parameters.• Investigated and resolved noncritical issues impacting production or user productivity within defined SLA agreements, contributing to improved efficiency and user satisfaction.• Led a team of eight in providing level two and level three support, ensuring high-quality assistance for critical technical issues, resulting in minimal downtime and adherence to SLA guidelines.• Provided comprehensive technical support for PCs, laptops, and servers across Georgia Pacific's Business and Process Control networks, optimizing productivity and efficiency.• Utilized Service Now to efficiently route, manage, and assign tickets to team members, streamlining workflow processes and enhancing team productivity.• Managed Georgia Pacific's Active Directory multiple domain structures, overseeing user and machine accounts, permissions, and Group Policy, ensuring adherence to security protocols and operational efficiency.• Remotely guided technical and non-technical users at remote facilities in basic infrastructure troubleshooting tasks, optimizing performance, and minimizing disruptions.• Provided technical assistance to field engineers at six separate facilities, ensuring seamless on-site support and accurate tracking of work hours and progress.• Leveraged strong interpersonal skills to effectively communicate technical concepts and troubleshooting steps to non-technical users, facilitating a clear understanding of system issues.• Developed comprehensive documentation to streamline incident resolution processes, enabling swift and efficient resolution of future incidents and minimizing operational disruptions

Westborough, Massachusetts, United States

• Managed a high-volume personal queue of sixty to eighty active tickets, promptly responding to inbound calls and emails to address customer inquiries and technical issues.• Resolved assigned tasks in accordance with SLA agreements, ensuring timely resolution and enhanced customer satisfaction.• Coordinated the efficient flow of information between customers, field engineers, and advanced engineering teams, facilitating collaboration and ensuring prompt resolution of technical issues.• Provide technical assistance to colleagues to resolve minor system issues. • Collaborated with teammates to maintain a positive, solution-oriented work environment, fostering teamwork and collective problem-solving efforts.• Recognized escalation needs and promptly connected customers with advanced support staff, ensuring timely resolution of complex issues and maintaining high levels of customer satisfaction.• Managed high-priority cases effectively, ensuring swift resolution of critical incidents that could impact customers' business continuity or reputation, demonstrating a commitment to customer success and operational excellence.