Anne Walton Email & Phone Number

Level 1 support for technical, billing and sales requests. Acknowledge and respond to user support requests via phone, email, or trouble ticketing system and escalate any issues as needed to other internal departments or higher level technical support staff. Responsible for supporting, troubleshooting and resolving server and desktop user issues, local applications (Windows based) and network devices within Customer Service Level Agreement (SLA) guidelines. Responsible for documenting hours and work details for efficiency tracking and billing purposes. Configuration and support of mobile devices such as cellular phones and tablets. Achievements:Ability to assess technical and business impact of an IT incident and resolve them without escalating to higher technical support teamsAble to address and work on multiple tickets at once allowing a timely response to and resolution of issues consistent with NSPI's Customer Service SLA guidelines

Responded to customer calls by providing first and second level support for the Holidex reservation system, Opera, Encore and Perform systems. Configured and troubleshot LAN/WAN software and hardware for hotels. Liaison between hotels and vendors such as IBM, Opera, SDC, Spacenet, AT&T, and area managers to ensure timely recommendations for hotel problems. Trained new consultants on the Holidex reservation system, NEXT GEN property management systems, and supported hardware.Achievements: Consistently troubleshot and resolved issues within an 8 minute timeframe allowing hotels/properties to have less downtime and be more productiveCertified Holidex subject specialistReceived the Bravo Award for excellent customer service, outstanding technical support, and the best phone statistics for 12 consecutive months

Collaborated with customers and vendors to troubleshoot and resolve point-of-sale (POS) equipment and proprietary activation software utilized at convenience stores and major retailers including Walmart, Fred's, and Target. Opened, tracked, documented, and closed trouble tickets, and maintained up-to-date information on key vendors (AT&T, Verizon, Virgin Mobile, etc.) and products (prepaid long distance, mobile, and Internet). Trained and mentored 10 other team members.Achievements:Consistently demonstrated reliability and commitment to customer serviceTrained and mentored other team members

Supported remote access using dialup/VPN Securid. Assisted users with policies and procedures for setting up conference calls, new accounts, web/network presentations and voicemail. Provided rollover assistance to key departments including Equity, Fixed Income, Investment Banking, and Executive Support, ensuring timely customer service. Escalated issues as needed and maintained communication with customer and technical teams. Extensively utilized Remedy to record and track issues, resulting in satisfied customers. Achievements:Provided first-level technical support for global IT infrastructure supporting 35,000+ employees. Handled over 1,000 calls per week averaging 200+ calls daily, reducing need for additional staffEarned solid reputation for resolving issues and providing exceptional customer serviceAssumed additional responsibilities as Technical Advisor providing expert guidance to Help Desk staffDesigned new staffing schedule to improve nighttime coverage and reduce cost of overtime Independently provided first level support on Sundays for all systems, ensuring continuous operations