Diagnose, troubleshoot, and resolve a range of software, hardware, and connectivity issues for employees.Image, prepare, and deploy new computers into company networks and systems.Confirm delivery of ordered items.Escalated problems proper teams.Assist end users with set up of mobile devicesCollaborate with other teams on problems and finding the best solution to resolve

- Provided support for 8 site and back up for 4 additional sites and on-call support for storms.- Oversaw and maintained on hand availability of necessary replacement parts, equipment, and tools. - Installed and maintained modems in work vehicles.- Kept track of mileage and expenses.- Assisted end users with their mobile devices- Assisted end users with their laptops

• Refurbished PC systems and peripherals such as monitors, networking equipment, printers and more.• Imaged and prepared new computers for integration into company networks and systems.• Oversaw equipment inventory to maintain on-hand availability of necessary replacement parts and consumable goods.• Recovered critical information from data backups to restore functionality.• Executed technology implementation projects with minimal downtimes and business disruptions.• Assisted with tickets and requests

• Maintain knowledge on iOS for iPhones/iPad and OS for Android• Provided exceptional customer service• Answer questions that end users have about their mobile devices• Troubleshoot errors - Provide information on bugs to engineers• Implement updates and bug fixes• Follow up with clients to make sure that their mobile devices is working properly• Respond to issues in a timely manner• Provide white glove support to VIPs and their assistance• Work with multiple teams for ongoing issues, providing troubleshooting attempts and additional information needed to open cases with external vendors• Create and update knowledge articles• Keep accurate documentation of request approvals• Assist with maintenance of databases• Keep track of escalated tickets and provide feedback on Level 1 supportAccomplishments: Created and owned 2 knowledge articlesAssisted in maintenance of 40+ knowledge articlesClosed 400 tickets in my time (100+ more than other contractor) and maintained a 95% SLA

• Answer questions that end users have about technical issues• Troubleshoot errors and implement updates and bug fixes• On-site and remote troubleshooting• Follow up with clients to make sure that their equipment is working properly• Respond to issues in a timely manner• Maintain knowledge on OS for Mac and Windows• Create and update knowledge documents• Provide support of Mac OS and Windows• Standardized office structures and processes to promote collaboration and increased performanceAccomplishmentRebuilt entire knowledge baseBecame Mac/iOS expert

• Provided support for 9 dental offices and 3 oral surgery offices with in a 125 mile radius• Occasionally was tasked with traveling to other offices outside of my area• Answer questions that end users have about technical issues• Troubleshoot errors, identify bugs and open cases with vendors• On-site troubleshooting• Respond to issues in a timely manner• Remote troubleshooting using remote control software• Follow up with clients to make sure that their software is working properly• Keep track of mileage and expenses• Set up and provide maintenance on office equipment (printers, desktops, laptops and phones)• Standardized office structures and processes to promote collaboration and increased performance.AccomplishmentMigrated an office of 30 pcs from Windows 7 to Windows 10

• Help facilitate the implementation and configuration of software into our client’s production environment• Troubleshoot errors, identify bugs and provide the information to our development team• Implement updates and bug fixes in to client’s live environment• Train client’s on the software and the different aspects of the software• Follow up with clients to make sure that their software is working properly• Follow up with clients after resolving an issue• Performed software application and disaster recovery testing to guarantee business readiness following failovers.• Used Zendesk to track, maintain and update trouble tickets.

• Subject Matter Expert on Intune for mobile devices• Diagnose, troubleshoot and resolve a range of software, hardware and connectivity issues• Assist end-users with unlocking their account and resetting their passwords• Follow knowledge-based articles provided to us to solve a range of problems• Assist agents in the chats with troubleshooting and password changes• Assist new agents in setting up their laptops and workstations (pre-covid)• Educate new hires on processes and troubleshooting techniques• Educate new hires how to navigate and use systems• Provide refresher training for exsisting agents• Maintain the knowledge base• Listen, grade and coach agents on their calls• Create and maintain training materials• Submit request for access for new hires• Follow up with management to make sure that new agents are• Maintain documentation and feedback on trainee’s progression• Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.• Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.• Diagnosed and resolved user system functionality issues to enable completion of desired operations.AccomplishmentTrained over 75 new hires in person and 150 remotely during covid Helped rebuild training program Was the first female trainer for the Buffalo office Became a SME for Microsoft Intune MDM for the service desk

• Interviewed candidates for the position of property inspector• Coordinated second round interviews• Facilitated the hiring of qualified candidates• Improved company hiring practices through the use of employee engagement surveys• Generated specific candidate pool for career opportunities through strategic placement of advertisements, evaluation of applicant credentials and conducting initial interviews and pre-screening assessments.• Tracked candidates and pushed for feedback on disqualifications, time-to-fill statistics and other variables.

• Demonstrated effective skip tracing techniques by location for consumer contact information• Communicated with consumers by telephone and approved written correspondence to attempt to bring resolution to unpaid accounts• Negotiated arrangements to manage defaults, payment plans, or full remittance of balance owed.• Documented all actions performed and interactions with customers.

• Advised current and potential clients on banking products that would help fit their financial wellness needs• Responded to client inquiries, provide information on bank accounts, policies, products and services• Was apart of multiple employee engagement teams• Headed up a newsletter to boost morale during the merge with First Niagara• Provided exceptional customer service• Recommended products to customers, thoroughly explaining details.• Supported clients with their mobile wallet activation• Provided assistance with unlocking clients online banking accounts• Resolved questions clients had with our online banking platform both web and mobile appAccomplishmentHelped create and send out Monthly Newsletter