Anthony Walker Email & Phone Number

Dallas, Tx, Us

•SAP Security Troubleshoot all Lawson, Siebel, EDI, Broadvision, and Catalyst issues to ensure that orders were processed for Avail customers• Logged all calls into Remedy Ticketing system• Troubleshot VPN connectivity issues• Performed password resets for Novell• Provided Tier 1 support of all windows operating systems and software• Performed troubleshooting and installs of Printers• Provide 1st and 2nd level workstation support in a networked office environment• Supports workstation user adds, moves, and changes; remote access users; technical assistance with conference room equipment.• Coached and mentored new employees within a call center environment. • Utilized my problem solving skills to come up with initiatives to resolve issues and minimize calls related to various common problem calls.• Handled escalated calls from irate customers.• Assisted in the creation of on-call schedule for Tier I and Tier II specialist.• Provided feedback to Supervisor/Manager on ways to improve call volume metrics and streamline support processes and procedures.• Tracked all Lawson security changes in Lawson Security database to ensure accuracy for audit purposes• Lead effort in ensuring that all audit issues found during internal/external audits were mitigated.