Charles Taylor Email & Phone Number

Charlotte, NC, US

Charlotte, North Carolina, United States

• Provide low and medium ticket support for applications including Jira, FileNet/Fusion, Outlook, SharePoint, and other corporate applications
• Create end user and technical documentation
• Use Kanban methodology, including using Jira and participate in ceremonies such as daily standups, grooming, and retrospectives
• Test and implement code projects
• Find patterns and identify opportunities for waste elimination

Rock Hill, South Carolina, United States

• Prioritize localized issues from system wide outages, and understand when and how to engage Senior level support groups
• Perform hands-on and remote troubleshooting steps to isolate hardware and software issues
• Utilize Corporate IT systems, such as, the problem ticket tracking system and the Knowledge Database System
• Identify, creating and updating solutions using personal knowledge, historical data, external resources, and the Knowledge Database system
• Monitor and manage problem and change tickets assigned to the LIT work queue
• Conduct quality assurance reviews

Charlotte, North Carolina, United States

• Provide advanced remote hardware, software, and infrastructure technical support
• Respond to problem resolution requests as specified by the priority definition within Service Level Agreements
• Isolate and communicate effectively the resolution of IT incidents
• Participate in after hours support
• Collaborate with various IT support teams
• Create and update knowledge articles for training along with intended resolution purposes

Charlotte, North Carolina

• Provide first- and/or second-level support to resolve problems with products and applications by meeting customer service standards
• Attend daily meetings with IT managers to review new trends or impediments
• Maintain Remedy Ticket integrity and resolution within 24 to 48 hours
• Provide first contact customer problem resolution >=64% in a multi-platform, diverse environment.
• Record, monitor and follow up on customer inquires
• Accurately follow document processes and procedures to ensure business partner satisfaction rate is maintained at >=94%

Mooresville, NC

• Support new Microsoft IMS (Installation Management System) for third-party installers.
• Provide browser support to third-party users, ensuring they are up to date for everyday usage.
• Reset store user passwords for Time Management and daily business use.
• Generate reports for missing documents on store side for filing purposes.
• Ensure strong working relationship with store team members regarding system issues.
• Provide first or basic second-level support to resolve problems with products and applications by meeting customer service standards.

Roanoke, Virginia, United States

• Responsible for coaching and developing internal team members.
• Conducted performance evaluations and made recommendations regarding employees.
• Reviewed banking information for independently owned stores.
• Responsible for creating labor reimbursement totals for customers.
• Maintained call queues to ensure team members were available for customers.
• Monitored online presence of company’s brand and strengthened customer relationships by engaging with users.

Roanoke, Virginia

• Coordinated calls from and to DIY and DIFM customers with 100% customer satisfaction
• Answered 80% of calls within 60 seconds and all emails within 24 hours.
• Maintained Remedy Ticket integrity and resolution within 24 to 48 hours.
• Resolved 90% of customer inquiries on first contact.
• Partnered with Field Leadership to provide resolution on customer escalations.
• Delegated specific duties to other employees.

Roanoke, Virginia Area

• Maintained Remedy Ticket integrity and resolution within 24 to 48 hours.
• Maintained a strong working relationship with store team members regarding system issues.
• Worked closely with Technology Store Systems to resolve issues with system services such as APAL point-of- sale, phone, register and radio frequency gun.
• Provided technical assistance related to computer applications and software.
• Responsible for validating “Time In, Time Out” information for our Legal Department.
• Wrote training manuals for new hires; they still are used for referencing issues with our stores.

Bachelor'S Degree, Cybersecurity

Network And Security, Information Technology