Aaron Bishop Email & Phone Number

Charlotte, North Carolina, United States

• Utilize available resources to independently resolve support issue.
• Analyze server logs to detect issues
• Investigate MySQL queries to determine possible causes for issues
• Use judgment to determine the appropriate channel of response and effectively communicate through that channel (email, phone, screen sharing, etc.)
• Work closely with Product Specialists and Product Management to submit and evaluate Product Issues and feature requests respectively.
• Work cross departmentally as required to resolve customer issue.

Charlotte, North Carolina, United States

• Provide tier-3 support for 11,000+ end users (USA/India) and perform other activities based on predicated SOP’s/SLA’s.
• Lead tier 1 IT Support/IT Lifecycle team through deployments, technical escalations, procedures and project tasks.
• Responsible for company employee’s hardware/user profile accounts lifecycle: Onboarding, Offboarding, & Leave of Absence.
• Lead bi-weekly IT orientation of 400+ users: Facilitate sessions remotely by helping users logging in to all platforms & assets.
• Responsible for company access control: Creating, Deleting, Provisioning, & De-Provisioning of all platforms and access.
• Manage, image, swap & deploy/retrieve assets of end-users during onboarding, off boarding, & or equipment swaps.

New York City Metropolitan Area

• Provide support for a network of 11,000+ users including leadership
• Demonstrate expertise in the management of Microsoft/Apple based business applications and operating systems
• Coordinated large project efforts that included team members and relevant stakeholders to ensure deadlines are met
• Led efforts in communicating with vendors to inquire pricing and implementation for new software
• Identify issues and properly direct escalations to teams across IT org
• User account provisioning & access management via single sign-on software Okta

New York, New York

-Provided Tier-2 support for 12,000+ worldwide end-users & served as an escalation point for Tier-1 Support Associates. -Escalated non-level 2 issues to Level 3 & Level 4 technicians. -Senior to six technicians where our responsibility was to provide technical support for Eastern US, Canada & Israel employees. -Provided tier-2 service desk services as an.

New York City Metropolitan Area

• Provided support for a network of 12,000+ worldwide users ​including leadership and executive team-Engage members in a memorable experience aiming to surpass expectations by providing tailored solutions-Responsible for.
• Project management of company changeover to communication platforms

Greater New York City Area

-Took initiative to train and onboard 10+ CSAs-Strategized plans to effectively reach building health goal score of at least 90% out of 100

Greater New York City Area

-Hospitable approach to customer experience-Assisted in training over 20 onboarding associates for merchandising standards-Responsible for $15,000+ in bank deposit from total sales for the day-Led segments in which I had to meet sales goals of up to $8,000

Greater New York City Area

-Responsible for editing over 200 electrical floor plans a week using AutoCAD-Educated myself on the over 20 types of electrical supplies needed for restock-Worked with Project managers to ensure drawings correlated with the construction