Actively reach out to customers via ticket system ( Zendesk) or Video Chat calls ( MS Teams or Webex). 14 tickets weeklyEnglish and Spanish Support on Blue Prism Core Products technical issues on a daily basis, including verifying issues, isolating and diagnosing the problem, and resolving the issue where possible.Review online community forums to help customers via the community as well and guide the community on where self help articles live. 1 -2 community posts a week or turn posts into ticketsTrained Blue Prism Core Products and pain points in Customer environment to the Product Support team. 3 trainings a year Subject Matter expert in Java applications and Kerberos Authentication in customer environment in regards to Blue Prism Products and Windows Environment

Actively reach out to users via ticket system and IM channels or via phone. 25 ticket minimum weeklyAccurately record all metadata related to tickets on internal tools.Participate in managing systems and infrastructure through Service now, Office Portal, Azure AD, AD, ETC...Engage in managing and resolving troubleshooting tickets from internal teams and third-party teams such as Lenovo, CDW, SHI as well as engaging other internal teams. Maintain contact with 3rd parties and help to represent the assigned team in a professional and courteous manner which complies with clients’ vendor code of conduct.

Examined performance logs, server event logs, and network data growth, while verifying the status of the nightly server backups. Safeguards compliance protocols by incorporating uptime and monthly performance standards while developing product and system benchmarking metrics. Programmed and prepared corporate security badges and employee workstations and VOIP systems. Utilized ticketing system as a Helpdesk Representative while providing technical troubleshooting support for international staff members and leaders. 20 ticket minimum dailyConducted the onboarding and offboarding of international. 10-20 new hires a monthInventory Management – Supervise network cable management using Meraki switches and Dell servers. 1000+ employees to Inventory for.