 Accountable for inbound and/or outbound phone based customer service in the course of providing first call and/or email resolution, as well as caller education, through clear and accurate exchange of information. Follow-up, resolve and document issues. Route inquiries needing further investigation to the appropriate department and conduct routine research as needed. Follow up on pended items and route incoming paperwork to correct departments for completion. Work with highly sensitive information while maintaining Personal Protected Information (PPI) requirements

• Accountable for inbound and/or outbound phone based customer service in the course of providing first call and/or email resolution, as well as caller education, through clear and accurate exchange of information. Follow-up, resolve and document issues. Route inquiries needing further investigation to the appropriate department and conduct routine research as needed. Follow up on pended items and route incoming paperwork to correct departments for completion. Work with highly sensitive information while maintaining Personal Protected Information (PPI) requirements

 Provide first line support and problem resolution, ticketing, and escalation of IT related issues including Retail stores, Corporate headquarters, and all satellite and remote users in a 24/7 Enterprise Help Desk. Perform Tier 1 Help Desk support in a Corporate Windows and Mac environment. Support MS Office applications, internal applications and process; assist in access and remote access issues, passwors resets, troubleshooting and escalations. Escalate issues to Tier 2 and 3 specialists (systems, networking, and engineering) as necessary to meet required SLAs. Timely respond to telephone calls, e-mails, and personnel requests for a variety of technical support issues

 Provide first line support and problem resolution, ticketing, and escalation of IT related issues including Shipboard, Corporate headquarters, and all satellite and remote users in a 24/7 Network Operations Center. Tier 1 Help Desk support in a Corporate Windows environment. Provide support for MS Office applications, internal applications and processes; assist in access and remote access issues, password resets, troubleshooting and escalations. Monitor critical infrastructure, respond to alerts/alarms and escalations according to operational procedures. Analyze and determine source of system errors, malfunctions, job stoppages, and program information to ensure that operation standards and service levels are met. Escalate issues to Tier 2 and 3 support (systems, networking and engineering) as necessary to meet required SLAs. Help define and document Operations Knowledgebase for the Network Operations Center department. Monitor Data Warehouse, Siebel/CRM, and WebFocus data processes ensuring loads complete according to specific schedules. Escalate issues per procedures and restart jobs if directed. Complete Moves to Production and Data Warehouse Schedule creations and changes utilizing FTP Pro and WebFocus Developer Studio. Polar and WebFocus primary access management control. Provide access, account creation and changes to users, groups an functions per security requests. Manage user and Functionality reviews for SOX compliance. Complete user requests for file transfers, and special reports utilizing FTP Pro, WebFocus, Polar, shared folders, and working with Operation Technicians to complete data transfers.

 Provide first line support and problem resolution, ticketing, and escalation of IT related issues including Shipboard, Corporate headquarters, and all satellite and remote users in a 24/7 Network Operations Center. Tier 1 Help Desk support in a Corporate Windows environment. Provide support for MS Office applications, internal applications and processes; assist in access and remote access issues, password resets, troubleshooting and escalations. Monitor critical infrastructure, respond to alerts/alarms and escalations according to operational procedures. Analyze and determine source of system errors, malfunctions, job stoppages, and program information to ensure that operation standards and service levels are met. Escalate issues to Tier 2 and 3 support (systems, networking and engineering) as necessary to meet required SLAs. Help define and document Operations Knowledgebase for the Network Operations Center department. Monitor Data Warehouse, Siebel/CRM, and WebFocus data processes ensuring loads complete according to specific schedules. Escalate issues per procedures and restart jobs if directed. Complete Moves to Production and Data Warehouse Schedule creations and changes utilizing FTP Pro and WebFocus Developer Studio. Polar and WebFocus primary access management control. Provide access, account creation and changes to users, groups an functions per security requests. Manage user and Functionality reviews for SOX compliance. Complete user requests for file transfers, and special reports utilizing FTP Pro, WebFocus, Polar, shared folders, and working with Operation Technicians to complete data transfers.  Work with Active Directory, Exchange Management, and RSA Security Console tools to create/modify/delete accounts for onboarding/outboarding users. Respond to telephone calls, e-mails, and personnel requests for a variety of technical support in a timely and courteous manner.