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● Make recommendations for improvements in the support process.

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.● Technical documentation drafting - writing internal support team technical FAQs, creating diagrams, how to guide for internal use, etc.● Worked with the development team to test app functionality on iOS using xCode, Github and Android.● Worked with Linux in order to reach customer servers or development servers.

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.● Contributes to team effort by accomplishing related results as needed.● Actively monitor ticket queues and incoming requests to ensure fast and accurate response.● Navigate around AD to move objects between OU's, Provision Accounts and Manage User Accounts with Roles and Account unlocks/resets.● Assisted users with various windows 10 issues such as audio settings, graphical issues such as duplicated displays and any performance issues affecting their work. As well as assisted with any application issues users faced

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 evaluating and analyzing symptoms● 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, efficiency, and effectiveness and involve the client in acceptance to ensure their needs are met.● 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 to be thorough, well-prepared, and punctual.● Take ownership of issues and show professionalism and control.● Assisted users with various windows 10 issues such as audio settings, graphical issues such as duplicated displays and any performance issues affecting their work. As well as assisted with any application issues users faced