Bridgett Bone Email & Phone Number

Seattle, Wa, Us

Tacoma Wa

Greater Seattle Area

Greater Seattle Area

• Serves as a point of escalation for complex technical problems and works to diagnose, investigate and resolve incidents in a timely manner; works cross-functionally with other support teams and Service Owners within Technology Services for issues that cannot be resolved at the Service Desk.• Leads operational work efforts and project based work initiatives independently and/or in a team environment; provides analysis and partners on projects and initiatives as it relates to technology process improvements; analyzes, translates, and documents business requirements into technical specifications. • Conducts training for Service Desk Analyst Technicians and serves as a backup for operational support; provides end user support for remote technologies including laptops, home office peripherals and home office networks via phone, email.• Responsible for administering security of user accounts, groups, and workstations; enforces security policy, identifies areas where policy conflicts with business needs and escalates to Management; models and trains staff on proper security practices for email, accounts, and workstation usage.• Responsible for creating/updating process and procedural documentation for both new and existing technologies in the Service Desk knowledge Repository; develops education plans, knowledge and training for staff and creates and implements self-help opportunities.Skills I have used for this positionActive Directory, SCCM, TCP/IP, Mainframe, TCP/IP networking terminology, CITRIX, Cisco VPN, RSA Token Security, Wireless LAN/WAN support experience, Video Conferencing, Mac support, Microsoft Office (All Products) 2010/2013/2016, Office 365, Windows 7/8/10, Knowledge management, Ticketing system Service Now.

Greater Seattle Area

Essential Responsibilities:• Serves as a point of escalation for complex technical problems and works to diagnose, investigate and resolve incidents in a timely manner; works cross-functionally with other support teams and Service Owners within Technology Services for issues that cannot be resolved at the Service Desk; 20%• Leads operational work efforts and project based work initiatives independently and/or in a team environment; provides analysis and partners on projects and initiatives as it relates to technology process improvements; analyzes, translates, and documents business requirements into technical specifications. 20%• Conducts training for Service Desk Analyst I Technicians and serves as a backup for operational support; provides end user support for remote technologies including laptops, mobile devices, home office peripherals and home office networks via phone, email and in person contact. 20%• Contributes to the Problem Management function and raises visibility for issues that impacts staff or has a high likelihood of reoccurring; responsible for compiling operational metrics and performing data analysis to identify trends, chronic problems, and other issues that should be addressed; leverages data to drive changes in the environment. 10%• Responsible for administering security of user accounts, groups, and workstations; enforces security policy, identifies areas where policy conflicts with business needs and escalates to Management; models and trains staff on proper security practices for email, accounts, and workstation usage. 10%• Responsible for creating/updating process and procedural documentation for both new and existing technologies in the Service Desk knowledge repository; develops education plans, knowledge and training for staff and creates and implements self-help opportunities. 10%• Provides support during off-hours, on-call as needed; performs other duties as assigned. 10%

Renton Wa

Assist end users with software and hardware issues effectively analyze, troubleshoot, and move the issue to the 3nd level group if needed.Provide best in class customer serviceUse remote assistance to connect with the customer to better assist in resolving their issue on first call resolution.Display a proven ability to multitask and prioritize issues to maintain service levels and to remain calm in a pressure environmentSkills I have used for this positionActive Directory, TCP/IP, TCP/IP networking terminology, CITRIX, VPN, Wireless LAN/WAN support experience, Microsoft Office (All Products)2003/2007/2010, Windows XP Pro, Virtual Machine Management, Ticketing system ITSM

Greater Seattle Area

As Enterprise Service Desk Technician, I utilized my technical, customer service, and relationship building skills to support executives and customers deploying and troubleshooting Office 365, while analyzing and identifying issues interaction issues between Windows 7/8/10 and Office 365. I also analyzed and identified issues between Microsoft Office 2007/2010/2013 and Office 365. Documented and reported customer experiences and trends during rollout. Additionally, I monitored customer accounts, troubleshooting any identified trends after deployment and developed documentation detailing customer installation support. Next, I updated and modified rollout status reports identifying the various locations to ensure rollout continued and offered VIP one-on-one support for installation and troubleshooting Office 365. Moreover, I created project tickets and managing projects in the ticket queue and communicated with customer to help with installation or troubleshoot problem, determining most effective and expedient solution. Finally, I conducted other essentials support tasks, including imaging of computers with Windows 8/10 and imaging and configuring MAC computers.My Key Achievements included:▪ Successfully processing and maintaining 4K+ computers with Office 365 user account setups.▪ Successfully processing 30+ phone calls and trouble tickets per day, providing excellent customer service.▪ Imaging a supported hardware via remote assistance with the least impact on customer.

Seattle, Washington

In this role, I applied my technology and customer service experience to efficiently provide desk-side support to executives and customer bases with a variety of technical services and products, including hardware, software, and network connectivity. In addition, I supported and maintained storage and DNS servers in remote offices. I also remotely supported the office queue and installed, configured, and maintained Windows, hardware, and software to ensure organizational efficiency. Next, I conducted desktop and laptop installation, configuration, and upgrades while analyzing and resolving connectivity issues, network issues, and display issues. Last, I performed other tasks, including Imaging computers with Windows 7 and restoring data backup.My Key Achievements included:▪ Successfully processing 25+ trouble tickets a day, resulting in increased customer satisfaction▪ Maintaining and controlling hardware inventory for the northwest region, including about 500 units, providing best support for customers with least amount of down time.▪ Profiling maintenance and helped transfer all server data over to the cloud base repository, processing termination and disposal of storage server.

Kent, Washington

In this position, I served as the initial point of contact for troubleshooting all IT-related problems while installing, configuring, and administering organizational computers, printers, mobile devices, and other end-user equipment in a Windows 7 environment. I also collaborated with IT Team/outside vendors to resolve equipment and system problems. Additionally, I ensured all computer systems properly configured and satisfied all standards. Next, I accurately maintained an accurate inventory of end-user equipment. Escalated help desk issues to Client Services Supervisor as required and assisted with special projects on request by Help Desk Supervisor or BTS Manager. Finally, I worked afterhour’s rotation for on-call support.My Key Achievements included:▪ Successfully processing 40+ trouble tickets a day, resulting in increased customer satisfaction.▪ Supporting and maintaining entire computer-based equipment for the sales force, increasing production and sustaining sales for the company.

Greater Seattle Area

Assist end users with software and hardware issues effectively analyze, troubleshoot, and move the issue to the 3nd level group if needed.Provide best in class customer serviceUse remote assistance to connect with the customer to better assist in resolving their issue on first call resolution.Display a proven ability to multitask and prioritize issues to maintain service levels and to remain calm in a pressure environmentSkills I have used for this positionActive Directory, TCP/IP, TCP/IP networking terminology, CITRIX, VPN, Wireless LAN/WAN support experience, Microsoft Office (All Products)2003/2007/2010, Windows XP Pro, Virtual Machine Management, Ticketing system ITSM

Assist end users with software and hardware issues effectively analyze, troubleshoot, and move the issue to the 3nd level group if needed.Provide best in class customer serviceTrouble shoot and manage the printer at the airportsAssist customers via email and voicemail with computer issuesUse remote assistance to connect with the customer to better assist in resolving their issue on first call resolution.Display a proven ability to multi-task and prioritize issues to maintain service levels and to remain calm in a pressure environmentSkills I have used for this positionActive Directory, First Class, TCP/IP, TCP/IP networking terminology, CITRIX, VPN, Wireless LAN/WAN support experience, Microsoft Office (All Products)2003/2007/2010, Windows XP Pro, Virtual Machine Management, Mainframe.

Assist end users with software and hardware issues effectively analyze, troubleshoot, and move the issue to the 2nd level group if needed.Provide best in class customer serviceAssist customers via email and voicemail with computer issuesUse remote assistance to connect with the customer to better assist in resolving their issue on first call resolution.Display a proven ability to multi-task and prioritize issues to maintain service levels and to remain calm in a pressure environmentSkills I have used for this positionEXCHANGE, Active Directory, Autotask, HEAT, TCP/IP, TCP/IP networking terminology, CITRIX, VPN, Wireless LAN/WAN support experience, Microsoft Office (All Products)2003/2007/2010, Windows XP Pro, Windows 7, Virtual Machine Management, Windows Server 2003,VM Ware. This position, 80% phone support, 20% email support

Greater Seattle Area

Assist customers over the phone with technical hardware and software troubleshooting issuesProvide best in class customer serviceAssist customers via email and voicemail with computer issuesUse best judgment for moving issues up to 2nd level groupsUse of Active Directory setup users system and change password and modify account information for the users.Display a proven ability to multi-task and prioritize issues to maintain service levels and to remain calm in a pressure environment

This position, 60% phone support, 30% email support and 10% desktop support.; Troubleshoot issues with pop3 email, website hosting and name serversResearch proprietary program problems, domain and email forwarding, and website development issuesInvestigate API errors, domain auction procedures, and registry specific requirementsRespond to clients via telephone and emailProvide high level of customer service

In this position. 30% of my support is over the phone. 45% is through support tickets and escalations, and 25% is desktop support.; Maintain corporate accountsMaintain network server, schedule and execute repairs and upgrades when neededTroubleshoot and repair service over the phone with the customer if possibleCoordinate with offsite technicians for timely repairsResolve all customer issues for corporate accountsSkills I have used for this positionUNIX, POP3/IMAP/EXCHANGE/SMTP Protocols, TCP/IP, TCP/IP networking terminology, CITRIX, Wireless LAN/WAN support experience, Microsoft Office (All Products), Linux , Macintosh OS10, Windows Vista (limited troubleshooting)In this position. 80% of my support is over the phone. 20% is through support tickets and escalations

Troubleshoot customer internet and cable television issuesMaintain information in Orders and Facilities databaseWrite and maintain Unix programs for greater system integration and performanceTrain new employees on database and the documentation processesDevelop new processes in order to provide improved customer serviceRun reports on usage of the facilities and show where upgrades need to be madeSkills I have used for this positionUNIX, POP3/IMAP/EXCHANGE/SMTP Protocols, TCP/IP, TCP/IP networking terminology, CITRIX, Wireless LAN/WAN support experience, Microsoft Office (All Products), Linux , Macintosh OS10, Windows Vista (limited troubleshooting)In this position. 60% of my support is over the phone. 40% is through support tickets and escalations

Customer Service and Website SupportMaintain the Return databaseUpdate website when neededEvaluate Shipping department system to see where improvements could be madeGenerate reports on the utilization of the web based order systemProcess customers orders over the phone and enter them into a databaseSkills I have used for this positionUNIX, C++, Java, HTML, Web HTTP, SQLIn this position. 40% of my support is over the phone. 50% is through internet support tickets. 10% desktop support.

Maintain network servers and switchesMaintain database servers Maintain backup server and retrieve information when needed Maintain company website and update and changes using SQLCompile monthly reports of updates and repairs to the serversWrite patches for the software that is used by different departments to make them more effective