Provide enterprise-wide, first-level phone support to over 9,000 employees working in 60 offices around the world, servicing investment solutions for our clients: in more than 150 countries related problems and requests for service. Provide quality customer support resolving at least 76% of all problem calls, with the scope of technical expertise and timeliness. Execute and coordinate escalation and notification procedures for all problem types reported, including but not limited to, the crafting and sending of paging and email service alerts

Provide 1st level Support for all IT related issues via phone, remote desktop or desk side support for approximately 1000 onsite and offsite employees. Acted as a liaison between employees and IT and escalate incidents as needed. Utilized Microsoft Service Manager to research, document and resolve incident tickets to meet SLA’s. Resolve day to day incidents with various departments including the tax, auditing, wealth management, legal, human resources and Partners of the Cherry, Bekaert accounting firm. Setup projectors, laptops and various equipment to ensure meetings run efficiently. Assist with administering BB enterprise server: creating account, wiping devices, pushing policies: along with iPhone and Android e-mail and calendar synchronization

First line of support for over 2000 applications within the Dominion Power network: resetting passwords, troubleshooting application error messages and escalating any issues that need second level support while maintaining a resolve rate of over 65% for all incoming correspondence. Providing front line solutions while utilizing all on-line resources available documentation to minimize end user downtime, while educating through on-line job aides to find the answers for most FAQ