Christopher Clanton Email & Phone Number

Lincoln, Nebraska Area

Responsible for investigating, troubleshooting and assessing tech problems for external customers. Daily tasks range from helping external customers setup a printer to troubleshooting internal software that is particular to HobbyTown Unlimited.• First point of support for all incoming request with continuous coverage of incoming call queues.• Diagnose, troubleshoot and resolve a range of software, hardware and connectivity issues. Excel atasking probing questions and researching, analyzing and rectifying problems.• Document each customer incident in the Jira ticket tracking system in a clear, concise, andunderstandable format for the knowledgebase.• Provided detailed descriptions of issues in trouble-ticket system and followed up diligently to ensureswift resolutions.• Provided after-hours and on-call troubleshooting support.

Lincoln, Nebraska Area

Production Services sets up, runs and maintains automated schedules, which includes an average of 13,000 jobs per month running on various platforms (e.g. AIX/UNIX, Enterprise Server, and Windows) for Administrative Systems for the University of campuses and the State Colleges. Change management processes and tools ensure quality control and a stable environment. * Coordinated schedules and requirements with outside vendors for production and with otherdepartments to determine most efficient way to produce product and meet customer requirements.* Facilitated Root Cause Failure Analysis Investigations in regard to safety and equipment failures.* Partnered with outside vendors and with other departments to develop tools and procedures to maximize facility and equipment utilization.* Acted as liaison between production and customer service representative to ensure that customerexpectations were met or adjusted accordingly.

Lincoln, Nebraska Area

Provides administration and support for a variety of tools and processes that enable secure online access to University documents and reports. These tools allow users to search, display, email, or print this information to address varying requirements while empowering users to better manage costs associated with printing and paper handling.* Reduced operational cost by supplying management with inventory tracking, ordering and billingmetrics.* Diagnose and troubleshoot hardware and connectivity issues for printers both locally and remotely.* Provided the end-user with multiple options to receive their data, such as mobile printing, direct IPprinting, self-service printing and virtual desktop printing.* Setup EOM software with automated functions to overcome system capacity challenges, extracting data from enterprise systems and increase print capacity during peak times.

Lincoln, Nebraska Area

Provide general and technical assistance and support to CSN staff and the user community. If an issue or service request cannot be directly or immediately addressed by the ITSC team it will be escalated to the appropriate support group for further action or resolution.* First point of support for all incoming request with continuous coverage of incoming call queues.* Diagnose, troubleshoot and resolve a range of software, hardware and connectivity issues. Excelat asking probing questions and researching, analyzing and rectifying problems.* Routinely exceed call-handling goals, closing an average of 60 calls daily (25% above quota) witha 75% first-call resolution ratio and an average talk-time of 5.5 minutes -- well below 7-minute goal.* Document each customer incident in the iSupport ticket tracking system in a clear, concise, andunderstandable format for the knowledge base.

Lincoln, Nebraska Area

Provide quality services and solutions to clients while maintaining a high level of client satisfaction. while providing support related to computer systems, hardware or software, remote troubleshooting and administration.Responds to queries, runs diagnostic programs, isolate problems, and determine and implement solutions.* Partnered with Tier II and Tier III help desk to resolve complex problems that required escalation.Provided detailed descriptions of issues in trouble-ticket system and followed up diligently to ensureswift resolutions.* Provided PC and related peripheral hardware and software support to end-user.* Provided after-hours and on-call troubleshooting support.* Received “outstanding” ratings on performance reviews each year, with top marks in teamwork,customer service, communication skills and technical problem-solving.