Alexander Phillips Email & Phone Number

Pittsburgh, PA, US

Pittsburgh, PA, US

• Design, implement, and maintain scalable and secure network architectures, ensuring high availability, performance, and reliability.
• Configure and manage network devices such as routers, switches, firewalls, and wireless controllers to facilitate efficient data flow and connectivity.
• Monitor network performance, identify bottlenecks, and implement optimizations to enhance network efficiency and user experience.
• Collaborate with cross-functional teams to gather and analyze business requirements, translating them into technical network solutions.
• Implement security measures including firewalls, intrusion detection systems, and access controls to safeguard network assets and data.
• Troubleshoot and resolve complex network issues, employing diagnostic tools and methodologies to minimize downtime and maintain operations.

Pittsburgh, PA, US

• Provide exceptional customer service by promptly and courteously addressing end-user inquiries and technical issues via phone, email, or chat.
• Accurately document and prioritize incoming service requests, incidents, and inquiries, ensuring efficient tracking and resolution.
• Troubleshoot and resolve basic hardware and software problems, guiding users through step-by-step solutions and escalating complex issues as needed.
• Assist in user account management, including password resets, access permissions, and user profiles, ensuring data security and proper access.
• Collaborate with team members to maintain a comprehensive knowledge base, including common issues and their resolutions, for quick reference.
• Maintain accurate records of support interactions and resolutions, contributing to accurate reporting and analysis of help desk performance metrics.

Monroeville, PA, US

• Provide advanced technical support to end-users, resolving complex hardware, software, and network issues efficiently and ensuring high levels of customer satisfaction.
• Diagnose and troubleshoot technical problems remotely or in person, utilizing expert knowledge to guide users through problem-solving steps and solutions.
• Serve as a point of escalation for junior service desk technicians, offering guidance, knowledge sharing, and assistance in resolving challenging technical issues.
• Manage and prioritize incoming support requests, adhering to established service level agreements (SLAs) to ensure timely and effective issue resolution.
• Collaborate with other IT teams to identify and address recurring technical issues, contributing to the development of comprehensive solutions and preventive measures.
• Document and maintain detailed records of incidents, resolutions, and troubleshooting procedures, enhancing the knowledge base, and facilitating consistent support practices.

Pittsburgh, PA, US

• Delivers superior customer experience by responding to Service Requests according to established service level agreements in a timely, accurate and professional manner.
• Responsible for communicating with end-users regarding incident updates, phone calls and/or email notification.
• Follows standard call tracking, special instructions and other documented processes and procedures and logs all work performed in a highly detailed and readily reviewable manner in the incident tracking system.
• Sets end-user expectation regarding the type and timeliness of service to be provided.
• Responsible for meeting individual and departmental metric goals with regards to incidents and phone support requests.
• Assists and/or consults with tiered support escalation members to achieve company defined Service Level Agreements or SLAs.

• Assist in the configuration, setup, and maintenance of network infrastructure components, gaining hands-on experience in network administration tasks.
• Collaborate with senior network administrators to troubleshoot and resolve technical issues, enhancing problem-solving skills and knowledge of network protocols.
• Monitor network performance using monitoring tools and assist in optimizing network resources for improved efficiency and reliability.
• Learn to implement security measures, including firewalls, access controls, and intrusion detection systems, contributing to the protection of network assets and data.
• Gain exposure to network documentation processes, helping to maintain accurate records of network configurations, diagrams, and procedures.
• Assist in user account management, user access controls, and password policies, fostering a fundamental understanding of user management practices.