Andre Nickens Email & Phone Number

Garland, TX, US

United States

• Responsible for providing IT service desk support via telephone, email, and in person.
• Perform troubleshooting and resolve simple technical problems related to PC equipment, software, PC devices, Network devices and network connectivity.
• Log service request, either for resolution within the service desk team or for escalation to other more specialized areas of the I.T Department. Identify, analyze and resolve incidents and request regarding use of.
• Follow standard operating procedures and guidelines in relation to all work performed. Investigate faults, user problems and other requests for support and take appropriate action to remediate issues until they reach a.
• Resolve procedural questions and problems or routes to appropriate I.T staff for resolution. Communicate and update users, on an on-going basis, with regards to their current incident status.
• Support users by performing system tests and updates after completing troubleshooting and necessary repairs.

Dallas, Texas, United States

Create all new user profilesCreate images for new PC'sImage and set up all new PC'sMaintain inventory/ Order new equipmentBasic Server maintenanceAssist with maintaining ProofpointBasic maintenance and updating of QuickbookAssist with maintaining and troubleshooting in house software and programsCreating knowledge base/Revising documentationUpdating.

• Answer customer phone calls, assist callers with a variety of issues over the phone, including software and hardware troubleshooting
• Provide technical support of GTL products for customers, business partners, and internal employees
• Accurately document & record technical support calls and events (Call receipt, documentation entry, tracking, follow-up, escalations and reporting) in ticket and tracking software applications
• Open/Work problem issues and proactive tickets as escalated from other team members. Escalate those issues that cannot be resolved using current knowledge to the next level
• Communicate with the customers and give them a comfort level that their issue is being properly addressed
• Participate in technical aspects of installation and upgrade projects for new and existing customers, working with both onsite technicians, customers, partners and end-user customer personnel

Plano, TX

Act as a single point of contact for phone calls and emails from staff regarding IT issues and queriesReceiving, logging and managing calls from internal & external staff via telephone, email or chat.Able to recognize situational trends and call team and management attention to them1st line support - troubleshooting of IT related problems for.

• Display excellent communication skills and energetic, personable attitudes while assisting customers face to face using interpersonal skills
• Knowledge of current fashion trends
• Continue training/education programs to ensure to keep up with current fashion trends, styles and presentation of merchandise (Dillards.edu)
• Procure appropriate purchases through suggestive selling
• Controlling inventory by strategically merchandising via product placement
• Maintain log and follow up with repeat and routine customers through email or phone

Dallas, Texas

• To listen, communicate and identify root causes of issues and respond accordingly
• Empathize with customers and provide a calm, positive and reassuring experience
• Provide recommendations on upgrades to the customer’s current Home Security system or updates in equipment or home automation
• Help customers or technician with installation and troubleshooting of cameras, batteries, panels, sensors, peripherals and all other components
• Interpret coded alarm signals received from customers monitoring services (intrusion, fire, panic, supervisory activity and two-voice.
• Patience and ability to handle stressful situations

Plano, Texas

• Create tickets and assign to appropriate team within BMC/ Foot Print ticketing system with detailed notes, dispatch tickets to correct groups for issue resolution.(Service Central\Management)
• Answer phones in a timely fashion in order to understand, record and troubleshoot end user needs.
• Use VMware, Go to Assist, Remote control viewer and various remote tools to remote into end users PC/Mac in order to make changes, troubleshoot and correct information within end users device or accounts.
• Diagnose and troubleshoot issues, provide technical guidance and use knowledge base articles to increase resolution time resolution time for end users issues via email, text, phone and tablet.
• Update leads and managers on new trouble shooting steps discovered throughout troubleshooting to keep knowledge base articles up to date
• Use excellent customer service to resolve multiple issues efficiently for VIP’s, managers contractors and various employee’s

Farmers Branch, Texas

• Experience in Microsoft Office applications (Internet Explorer, Chrome, MS Outlook)
• Updating Microsoft exchange server issues and passwords/syncing passwords
• Single point of contact for end users to receive support and maintenance within the organization's desktop computing environment
• Locating data files and opening.PST files
• Adding users to active directory groups (resetting passwords and unlocking accounts)
• Troubleshoot VPN login issues

Plano, Texas

• Self-motivated team player, who quickly established solid business rapports with potential clients
• Participated mentorship program to help new employees get trained and acclimated with company policies, procedures and strategies, while helping keep team moral up
• Maintain company standards in efficiency and numbers to stay in mentorship program
• Provide excellent customer service to clients by verifying information provided in online applications; responding to inquiries and identifying customer’s goals and objectives
• Use sales skills to evaluate what clients may need to prequalify for mortgage options via refinance, Purchase, Home equity loan, Cash out refinance or personal loan, before referring client SMB or LLO for next level of.
• Keep up to date with current mortgage laws and regulations by completing online training and testing

The Colony, Texas

• Present information to senior management (CEO/General Manager) of client organizations
• Specialize start-up activities
• Conduct meetings with CEO/General Manager for business plan development
• Assist with and hold interviews /meeting with CEO and discussing best candidate/assessing skills and usefulness to best serve company needs, janitorial or otherwise.
• Evaluate employee performance/ train employees to fit company needs (clerical, janitorial commercial and residential)
• Manage research projects for marketing strategies for advertising of company

Business Administration And Management, General

Graduated