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Technology Support Center Analyst Level 2 - Answer and resolve inbound technical calls at a large corporate Help Desk, efficiently and professionally, in a fast paced call center environment - Troubleshoot corporate applications with the use of a Knowledge Base and assign issues to the appropriate support group as needed - Highest Call Volume/Closed tickets (Including First Call Resolution) on team - Follow all escalation procedures according to service level agreement - Use remote control tools to assist end users when needed (Bomgar, MSRC, RDP) - Provide an accurate record of each call in incident management tracking tool (HPSM, ServiceNow) - Troubleshoot over 5000 applications - Act as a technical resource to others to resolve problems, issues, errors or related - Anticipate customer needs and proactively identifies solutions - Plan, prioritize, organize and complete work to meet established objectives - Extensive work experience, possibly in multiple functions - Work does not usually require established procedures - Works independently - Complete various assigned tasks via web portal - Mentors others as well as update knowledge base periodically - Acts as a resource for others as well as a team player - Various awards for performance/leadership/development/integrity

Started Helpdesk after transferring from FedEx account executive/lead/admin with ConnextionsBasic responsibilities included: - Troubleshot various job specific applications as well as most Microsoft applications(Applications include but not limited to: Microsoft Windows 7,8, and 10, Windows server 8,12, Internet Explorer, Mozilla Firefox, MS Office including Outlook, Bomgar, RDP, Dameware, Altiris, Active Directory, bConnected, Kronos, Aspect Uniphi/Admin Console, Cisco Jabber, VCC Desktop-Avaya CMS, Bria, LiveVox, Connextools, and more.) - Deployed software using Altiris server/ Dameware/ RDP/ Back-end (C$) - Created and resolved tickets using Jira, HPSM, ServiceNow - Answered telephone calls with a professional and courteous approach - Highest in ticket closure/calls received since second week on team - Highest FCR(First Call Resolution) on team of 11 analysts - Asked to backup the only Asset Manager of company (managed 10,000+ desktops/laptops) - Managed software agreements with Microsoft, Symantec, and various others - Created updates and software deploys on the Altiris server - Became Bomgar certified/ Administered deployment to all systems - Installed/Maintained/Troubleshot all licensed software - Maintained and repaired all laptops for company - Imaged all new laptops/ deployed to the site location - Ran SQL queries as well as Altiris reports to monitor assets - Various other troubleshooting and responsibilities