Charles Taylor Email & Phone Number

Charlotte, Nc, Us

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● Use equipment such as PC’s, pagers, PDA’s, copiers, and phones to complete assignments● Prepare reports and analyzing the reported data● Assist in the review, revision, and preparation of LIT procedures and job training programs● Perform on-call duties on a call-out basis● Update and maintain hardware and software inventory according to defined practices/ procedures● Perform End of Lease communication and plan with assigned business unit or customers as required for workstation change-outs or upgrades● Complete required Business and skill specific training as required● Serve on IT projects which support nuclear and IT initiatives; lead values

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%● Answer 20 to 40 IT related phone calls● Delegate specific duties to other employees● Perform setup and maintenance of Windows 10 computer systems by installing or updating software● Resolve problems, escalating them as necessary to appropriate resources● Create, edit knowledge articles for other employees to follow and resolve customer incidents● Work with different technologies such as Active Directory, AirWatch, Bomgar, RSA, SmartIT, TPAM, TWI, SCCM, VPN ● Provide on-call support during the week and weekends● Travel for on-site technical assistance

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.● Resolve problems, escalating them as necessary to appropriate resources.● Perform tracking and documentation by entering details of problems, status of service requests and resolutions into the company tracking system.● Monitor resolution of problems to achieve closure and provide status updates to employees and technical support teams.● Perform setup and maintenance of computer systems by installing or upgrading software.● Perform preventive maintenance and repairs on PCs, thin clients, printers, servers, mobile and handheld devices.● Provide support for point-of-sale systems: Genesis and Sterling.

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.● Gave accurate and appropriate information to answer questions, troubleshoot issues and resolve complaints.● Identified issues and provided continuous support to team members according to operating standards.● Provided support for point-of- sale systems: APAL, Exploris and APEX.

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.● Handled executive level customer escalations and follow-up.● Maintained a strong working relationship with E-Commerce, Merchandising, Inventory Management and Quality Control departments within the corporate team.● Managed the demands of multiple projects, creatively handling resource conflicts, planning and building product specification fact sheets for support teams and customers.● Created daily open ticket and social media reports to the Operations Support Team.● Updated and corrected knowledge articles within the team for training purposes.● Floor trainer● Provided support for point of sale systems: APAL

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.● Provided support to other departments to resolve large-scale issues.● Ran diagnostic server programs to resolve problems.● Handled the tracking, routing and redirecting of internal issues to the correct departments.● Ensured proper recording, documentation and closure of work completed.

Bachelor'S Degree, Cybersecurity

Network And Security, Information Technology