Christopher Knapp Email & Phone Number

Darien Center, Ny

Launched a direct to garment and digital printing company here to benefit our local ministry. Check out our website for all of your custom apparel needs.

Darien Center

Daytona Beach, Florida Area

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

Orlando, Florida

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

Bachelor'S Degree, Divinity/Ministry

Bachelor'S Degree, 4.0

Bachelors Program in Practical Ministry