Christopher Davis Email & Phone Number

Remote

• Level 1 Help Desk / Monitor incoming tickets, Provide First Response, Information Gathering, Triage/Escalate for Subscribers, Providers and Internal
• Trained in the Exchange Admin Center to perform Message Trace and release Quarantined emails
• Trained in internal tools such as Admin Tool for Provider Accounts and MyDDPA
• Support Provider and Member account issues such as password resets, verifying account information
• Work with On-Call engineers daily to escalate any problem tickets outside of level 1 scope
• Gained Experience in Jira Ticketing System

Las Vegas, Nevada, United States

Las Vegas, Nevada, United States

• Provided guidance on where we are seeing issues with field deployments.
• Make recommendations for improvements in the support process.
• Documentation of fixes / work around when problems have been diagnosed and remediated.
• Assisted with internal systems support for our development teams.
• Responding to customer support requests - providing initial triage / investigation of customer reported issues.
• Assisted with training, installation, and configuration of Acres solutions at the customer’s location - either remotely or in person.

Henderson, Nevada, United States

• Identifies, diagnoses, tracks, and resolves software and hardware issues to ensure optimization of technology environments.
• Assess the nature of problems and resolving basic support issues and troubleshooting software and hardware troubles on workstations, mobile phones, business applications and other general IT areas.
• Maintains confidentiality regarding information being processed, stored or accessed by the system.
• Provides one-on-one end-user problem resolution in-person or over the phone for approved software.
• Diagnosed Office 365 Issues such as Licensing, Outlook issues.
• Keeps management informed of service disruptions and outages.

Las Vegas, Nevada, United States

• Expertly responds to telephone calls, chats, tickets, and email requests for technical support to deliver the highest-quality customer service in the industry to end-users.
• Consistently follow up with clients on ticket status, next steps, progress, and resolution.
• Diagnose and resolve technical hardware and software issues involving internet connectivity, email clients, Active Directory users, printers and more by gathering customer information and determine the issue by.
• Accurately and thoroughly document and communicate all technical effort including triage, troubleshooting, escalations, and resolutions using the designated tracking software to ensure high-quality service delivery.
• Consistently follow Standard Operating Processes and Procedures, Knowledge Base Articles to identify, resolve, and escalate issues as defined in an organized, effective manner to ensure customers perceive our company.
• Take ownership of issues and show professionalism and control.