My roles at Tridium include:Handling customers IT / Tech issues via phones and ticketsTriaging incoming ticketsLogging onto users devices to resolve issues365 / Active directory Admin - creating new users, removing users, passwords resets, removing and adding licensesCreating users on a server (Domain controller, Active directory) and adding them to security groups, creating new or updating security groups and folder permissions / network drive accessUpkeep of servers, Windows updates, freeing up disk space if necessaryUpkeep of firewalls / SonicWalls / setting up and configuring new firewalls and SonicWallsCybersecurity - scheduling security awareness campaigns for clients, checking emails for spam / malware / viruses

With the Age Action program, I am assisting / training learners to use phones, laptops, PCs and tablets in an easy to understand and fun way, making it easier for them to get more comfortable with technology

-Greeting customers-Resetting the escape rooms-Taking payments (cash / credit card)-Helping players during the game by providing small hints

Helping to fulfill the clients needs for the projectCreating weekly / monthly agent reports and reports for the project itself (giving detailed stats of KPIS for the month or week)Keeping track of both team wide and individual agents stats and checking in on general performanceCreating and editing shift plans for my teamTraining / onboarding new employees, introducing them to the team, showing them policies, procedures, ticketsPerforming interviews / sitting in on interviews / taking notesHandling escalated cases if a customer wished to be escalatedDelegating tasks to other employees if needed

Creating weekly / monthly agent reports and reports for the project itself (giving detailed stats of KPIS for the month or week)Keeping track of both team wide and individual agents stats and checking in on general performanceCreating and editing shift plans for my teamTraining / onboarding new employees, introducing them to the team, showing them policies, procedures, ticketsPerforming interviews / sitting in on interviews / taking notesHandling escalated cases if a customer wished to be escalatedDelegating tasks to other employees if needed

Assisting customers via a ticketing system to help resolve their issues on day-to-day basisFixing account issues (email change, forgot password, hacked account) and gameplay issues (missing items, item disappeared, etc)