Amber Samuels Email & Phone Number

United States

Dover, Delaware Area

-Main point of contact for Delaware DOE PerformancePLUS help desk-Creates weekly reports that outlines important issues within PerformancePLUS help desk-Answers calls and emails regarding issues within the application and assists with resolving these issues-Assists with Delaware DOE eSchool help desk-Assists with Delaware DOE internal desktop support-Image.

New Castle, Delaware

-Provide first response to help requests from end users via telephone and email in a courteous manner -Record, track, and document the help desk problem-solving process -Test fixes to ensure the problem has been resolved -Perform post-resolution follow-ups to help requests-Create knowledge base articles for end users

Newark, DE

• Deploy and configure enterprise monitoring and self monitoring for customers
• Monitor an event console for incoming events indicating a potential health issue of an appliance through to resolution for internal and external clients
• Confirm the validity of incoming events and provide first-level troubleshooting to ensure timely problem resolution
• Escalate events to correct location based upon SLO’s for a client
• Provide excellent customer service by being professional, polite, and knowledgeable

Wilmington, DE

250 hours of class room computer technical training100 hours of classroom technical trainingCisco IT Essentials CertifiedCompTIA A+ Certified

Middletown, DE

• Helped develop and instill excellent customer experience and service skills to team members
• Created daily schedules for operational success
• Led a team to work in accordance to restaurant’s speed of service guidelines
• Responsible for restaurant’s cleanliness
• Executed proper security, cash handling and control procedures

Master Of Science - Ms, Cybersecurity, 3.9

Bachelor’S Degree, Computer And Network Security, 3.7 Gpa

Activities and Societies: Cyber Wildcats, National Cyber Leauge