Andy L. Email & Phone Number

Responsible for daily operational requirements and activities for Level I support as assigned by the team leader. Applied knowledge of hardware and software troubleshooting, and content management applications to troubleshoot, research, and repair problems as identified by users. Interacted directly with the customer to carry out the activities of the Service Desk and specific applications. Carefully documents all activities in third party Service Desk software.Processed customer orders, prepares correspondence, and fulfills customer needs to ensure customer satisfaction. Provided technical support to end users on a variety of issues. Responded to telephone calls, email and personnel requests for technical support. Documents, tracks and monitors the problem to ensure a timely resolution.Responded to and tracked tickets to ensure high quality customer service. Prioritized tickets to maintain and optimize all available resources. Supported team to ensure rapid response times and follow-up with customers. Ensured that all calls are responded to in a timely manner. Assisted customers with problems and special requests as required by manager and team. Developed professional working relationships with customers and other team members to better understand business needs.Coordinated and consulted with customers, other contractors, and the Government representatives to meet project requirements. Advised management of potential risks that may have an impact on the customer base and operating environment.

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  George Mason University

  Business Administration And Management, General