Aaron Higgins Email & Phone Number

Owings Mills, MD

• Interacted with Enterprise Support teams and project teams to report and discuss customer facing issues
• Monitored trends of help desk requests and assisted with root cause analysis to identify technology issues
• Reviewed and triaged escalated help desk tickets, ensuring that all required information for additional investigation was obtained and the necessary groups were engaged
• Mentored help desk agents on their interactions with customers and offered coaching on technologies to improve product knowledge and future interactions
• Monitored emails sent to the help desk and for quick resolution of urgent or high-profile requests
• Served as a backup to the Change and Incident Management team, handling system impacting events to engage various support teams needed for resolution

Owings Mills, MD

• Provided technical support for internal and external users (Shareholders, Participants, Associates, and Vendors) through inbound calls and emails
• Supported internal and external applications and websites
• Actively listened to the customer's needs and performed the necessary steps, which included tailored solutions, to resolve the customer's problem
• Documented issues reported, and detailed steps completed while troubleshooting
• Escalated global issues to an Escalated Support Group for resolution
• Provided guidance and coaching to other members of the help desk on various job duties and procedures

Owings Mills, MD

• Provided technical support for internal and external users (Shareholders, Participants, Associates, and Vendors) through inbound calls and emails
• Supported internal and external applications and websites
• Actively listened to the customer's needs and performed the necessary steps, which included tailored solutions, to resolve the customer's problem
• Documented issues reported, and detailed steps completed while troubleshooting
• Escalated global issues to an Escalated Support Group for resolution
• Provided guidance to other members of the help desk on various job duties and procedures

Owings Mills, MD

• Provided technical support for internal and external users (Shareholders, Participants, Associates, and Vendors) through inbound calls and emails
• Supported internal and external applications and websites
• Actively listened to the customer's needs and performed the necessary steps, which included tailored solutions, to resolve the customer's problem
• Documented issues reported, and detailed steps completed while troubleshooting
• Escalated global issues to an Escalated Support Group for resolution

Kutztown, Pennsylvania

• Assisted students by assessing and resolving computer-related issues.
• Updated service call tickets in the database and recorded the work done to the computer, indicating the status of the problems it was brought in for.
• Reformatted hard drives, ran check disk scans, reinstalled OS, and fixed corrupt installations with repair disks.
• Virus and Malware removal with various tools
• Use of boot disks to backup or salvage data on hard drives
• Improved machines with general cleanup tools to remove unnecessary files and Defragmented hard drives.

Lyon Station, Pennsylvania

• Assessed and resolved connection related problems with both data and voice connections. This involved tracking Ethernet cable through the plant or office, from the terminated drop to the punch down block and switch in.
• Added new connections by punching down Ethernet cable and terminating it to the designated switch port. The drop at the office location or machine in the plant also required termination.
• Added new phone line connections by punching down the Ethernet cable, setting up a phone at the desired location, and using a test set to assure there was a dial tone on both ends with a valid telephone number.
• Took advantage of networking equipment including a fluke toner, cable tester, and a punch down tool to aid in troubleshooting connections and assuring they were properly established.
• Replaced outdated hardware such as access points and phones. Traveled around the complex to various plants and offices, using lifts to access ceiling level equipment and securing the devices to proper structures.