Anthony Mott Email & Phone Number

Columbus, OH, US

Columbus, Ohio

Responds to and diagnosis problems through discussions with usersperforms analysis and assists in a variety of service desk activities including, but not limited to, providing support for customers and end users of OCIO servicesguiding end users through troubleshooting proceduresprocessing and escalating service requestsproviding technical assistance in.

• Supervises the day to day operations of a group of agents. Creates and manages the escalation procedures to ensure service levels are maintained.
• Documents, tracks and monitors problems to ensure resolution in a timely manner
• Perform various administrative duties such as preparing reports for activity and stayed up to date regarding system information
• Update knowledge bases and process documents as needed
• Provided continuing training/education regarding new/changing… Show more Supervises the day to day operations of a group of agents. Creates and manages the escalation procedures to ensure service levels are maintained.
• Provided continuing training/education regarding new/changing processes and polices to agents

• Work with other departments to properly close tickets
• Provided computer help desk support via telephone communications with end-users
• Aided agents to troubleshoot complex customer issues and resolve customer issues on first call
• Accurately log all customer interactions in data management system
• Performed diagnostics and troubleshooting of system issues, documented help desk tickets/resolutions
• Worked as team lead, as well as split-jacking with newer agents to offer… Show more

• Primary Frontline Technical Helpdesk for all customers
• Accurately log all customer interactions in data management system
• Consistently met call times without sacrificing customer service
• Participate and coordinate with multiple departments to streamline/innovate existing procedures

• Provided additional technical support for residential DSL customers
• Mentored lower level technicians in troubleshooting and resolving issues
• Coordinated tasks within multiple departments to ensure task completion
• Serve a supervisory role in call escalation to address customer concerns/issues

• Provided technical support for residential DSL account with PPoE or DHCP connections
• Supported POP3/SMTP email connections
• Supported all versions of Internet Explorer, Outlook Express, Outlook, Netscape
• Supported Home Networking
• Monitor Help Desk ticketing system (Remedy) and electronic mail software for incoming tickets and updates to existing tickets/ create help desk response scripts
• Prioritization of service requests and enhancement

• Provided corporate technical support for PAL, WAM, Dial-Up Networking, Nortel Networks VPN
• SDI Administration/AAA/ESM Authentication Administration
• Documented help desk tickets/resolutions
• Monitor service desk for tickets assigned to the queue and process first in/first out based on priority
• Assist with on-boarding of new users and provide desk support to resolve problems to the end users satisfaction.