Chris Santillo Email & Phone Number

Charleston, South Carolina, Us

Seal Beach, California, Us

London, Gb

Managed email and web portal based ticketing system to perform technical work for Enterprise Rent-A-Car contract comprised of the following responsibilities:• Monitor, manage and close tickets driven by contract• Setup, image and configuration of new hardware, operation system and software packages to comply with standard and custom configuration orders• Remediation and rebuilding of refurbished hardware • Erasure and disposal of damaged or discontinued hardware• Detailed ticket tracking management for compliance with Service Level Agreements (SLAs)• Reporting of ticket progress to contract management on daily basis• Rapidly learned fluid processes and procedures as contracts and tickets transitioned between Rent-A-Car facilities and requirements

Blue Bell, Pennsylvania, Us

Manage incidents in HPSM and migrated to Service Now (SNow) incident management systems for Capital One Enterprise PC and Mobile support contract:• Monitor, manage and close incident tickets in compliance with contract SLAs• Trained on and followed contract defined procedures for incident management and escalations• Record tickets based primarily on helpdesk phone initiated tickets. Also processed email generated help requests. Attention to detail with all tickets• End user support of Android and IOS helpdesk application, OneDrive, and time tracking apps• Ownership of incident with research for resolution within internal knowledgebase, online resources and personally developed expertise• Performed all activities on monitored and recorded phone system. Customer Service and satisfaction as a requirement of customer engagements• Responded to unresolved issues, providing solution and documented performance feedback• Trained and mentored end users in the proper use of hardware and/or software, including VPN support• Escalation of tickets to L2 and L3 support • Team interaction on complex ticket resolution leveraging analytical and problem solving skills• Tracking of individual and team call volume to comply with weekly rating quotas

Pittsford (Rochester), Ny, Us

Account based support in AT&T’s CRM for helpdesk contract comprised of the following responsibilities:• Monitor, manage and record support issues for AT&T customers in AT&T’s CRM system• Trained on and followed AT&T procedures for Customer Service delivery• Floor support and training for my designated team of 10-15 agents• Coached new telephone agents (team members) on their service techniques• Represent the company internally and externally in a professional, positive appearance• Provided scoring of team members through the company’s quality assurance program.• Managerial responsibilities including behavioral and time management duties as well as response to underperformance of metrics• Utilized active listening skills to determine the assistance the client required• Deescalated “manager requests” from team member’s calls• Performed upsell activities during support requests• Reported personal sales to contract management on daily basis

Aas-Vc01, Graphic Arts

Art, Graphic Arts

High School Diploma