Manage protected data (PHI and PII) with secure encryption policies. Triage and resolve 20+ tickets per day, documenting detailed process and resolution. Create and manage 400+ user accounts through Active Directory. Install and upgrade computer components to boost performance. Image and deploy workstation images using WDS. Replace hardware and peripherals. Track and monitor system alerts and processes. Open escalated cases through vendor support. Recover lost data from computer crashes.

L1 Tech SUMMARY: Answered 25+ calls per shift in high volume environment. Documented troubleshooting and resolution in ticket system. Diagnosed and resolved 90% of DSL and fiber internet issues. Assisted customer in setup and configuration of modem/router. Pitched and sold additional products and services. De-escalated most situations and concerns of irate customers.L2 Tech SUMMARY: Authorized special troubleshooting steps and escalations for Level 1 techs. Provided secondary support to… Show more L1 Tech SUMMARY: Answered 25+ calls per shift in high volume environment. Documented troubleshooting and resolution in ticket system. Diagnosed and resolved 90% of DSL and fiber internet issues. Assisted customer in setup and configuration of modem/router. Pitched and sold additional products and services. De-escalated most situations and concerns of irate customers.L2 Tech SUMMARY: Authorized special troubleshooting steps and escalations for Level 1 techs. Provided secondary support to Level 1 techs during their calls for optimal performance. Trained new employees on protocol and policy. Handled escalated supervisor calls, de-escalating irate customers. Updated documentation of procedures for Level 1 technicians. Show less

Checked in customers for tee times, sold snacks and beverages, served hot dogs, rented golf karts, handled cash, operated POS system, and maintained clean and neat environment.