Christopher Lee Email & Phone Number

Ponte Vedra Beach, Fl, Us

Ponte Vedra Beach, Fl, Us

Ponte Vedra Beach, Fl, Us

Job DescriptionThe Technical Support Help Desk Analyst acts as the primary point of contact for PGA Tour customer support personnel to effect real time problem analysis and resolutions. This role requires excellent relationship management skills as they will be expected to interact with all levels of customers, decision makers, and technicians both internal and external.The successful candidate will have demonstrated self-motivation, ability to prioritize projects and incidents, and working autonomously with limited supervision.Responsibilities:· Promptly answer incoming telephone calls, email or any customer inquiries and triage service tickets.· Communicate with clients as required: keep them informed of incident progress; notify them of impending changes or agreed outages· Develop an understanding of the numerous process flows to other IT systems, create and maintain user accounts· Create Help Desk tickets in the designated ticket tracking system, provide an initial acknowledgement to the end user validating receipt of the ticket· If possible resolve ticket, communicate resolution to the end user and obtain customer sign-off before closing ticket. If unable to resolve thoroughly document ticket with actions taken then escalate ticket to necessary personnel.· Update Standard Operating Procedures documents to adapt to new system functionality or configuration changes· Receive, triage and escalate tickets when necessary.· Analyze, log and track issue and problem tickets related to Intel ink application· Provide daily written and oral communications, make recommendations for improving· Ensure compliance with security procedures for data handling, participate in planning sessions for process improvement

 Owner/Manager-(2009 to 2016) Computer repair with custom machine building. Handle technical troubleshooting within an enterprise environment, including system crashes, slow-downs and data recoveries.  Selected Contributions: Researched and developed knowledge-base articles for Lotus Notes issues, resulting in an increase in first-call-resolutions of 20 additional calls per week that saved company $57K annually. Exceeded issue-resolution targets and achieved exemplary customer satisfaction scores, consistently scoring between 95%-100% on all calls (outperforming average of 90%).  Handled technical/mission-critical calls daily and consistently met high service standards.The Computer Technician install and configures computer workstations and local area networks, operates them, monitors their performances, diagnoses and solves their problems. Workstations include Windows and Macintosh equipment. Install and configure local area data communications networks which may carry data, voice and video communications following organization standards.Install, operate and maintain network services, routers, concentrators, hubs, switches, modems and other network devices following technical plans.Resolve network communications problems to ensure user’s access to Butte County Office of Education networks.Install or repair Windows or Macintosh computers with standardized applications and networking software, diagnosing and solving problems that develop in their operations.Respond to user questions and explain the operation of network applications and equipment.Assist in the maintenance of standards and documentation.Perform other related duties as required.

Jacksonville, Fl, Us

Systems management is an umbrella term that refers to the centralized management of a company’s information technology assets, and it's one that encompasses many different tasks required to monitor and manage IT systems and resolve IT problems. Systems management solutions can help small business owners address many requirements including (but not limited to) the following:• Monitoring and management of network (Primarily with Mainframe), server, storage, printers and client devices (desktop, laptop and mobile devices), including notification of impending or actual failures, capacity issues and other systems and network events• Hardware asset inventory and configuration management, including firmware, operating systems and related license management• Application software usage and management• Software asset inventory, versioning and patching, and license management• Security management, including anti-virus and malware management tools, including virus definition updates.• Automated backup and restore, to backup up systems data in a central data repository• Service desk problem management, which provides an automated process to generate and track trouble tickets and resolve problems

Jacksonville, Fl, Us

The Service Desk Analyst provides support for basic incident resolution and requests reported to the division service desk. Responsibilities include initial assessment, triage, research, and resolution of basic incidents and requests regarding the use of application software products and/or infrastructure components. The Service Desk Analyst is responsible for collecting information through a customer conversation, accessing support tools, and additional support staff (service resources) if needed. Problems beyond the scope of their ability or responsibility are resolved by engaging in a timely manner other service resources from facilities, division or corporate groups, or the corporate service desk.

Philadelphia, Pa, Us

Facilitates interactions with customers in a way that is in accordancewith the Company's service delivery strategy. Establishes rapport andpromotes effective relationships, upholding Comcast's commitment to thecustomer experience through our Credo, Voice of the Customer (VOC)surveys, and the Comcast Customer Guarantee.Responsible for answering incoming calls regarding technical questionsand problem resolution related to Comcast products as well as customerequipment. Handles billing overflow calls. Works to minimize and/orreduce truck rolls. Offers Comcast products and services to meetcustomer needs. Exercises sound judgment within the scope of theirempowerment, and acts in the best interest of both the customer andcompany.Core Responsibilities:-Demonstrates functional skill to troubleshoot and resolve technicalproblems and other general account inquiries over the phone in a singlecustomer interaction to maximize the customer experience, withdemonstrated ability to articulate relevant information and directionsin an organized and concise manner.- Follow established troubleshooting procedures, including use ofappropriate resources and desktop tools. When necessary, produce workorder according to established business rules.- Demonstrated ability to establish and maintain effective relationshipswith customers. Effectively gains the customer's cooperation to workthrough the troubleshooting process, ensuring customer problemresolution.- Corrects discrepancies on customers' accounts, and researches servicedisruptions as necessary. When appropriate, follow establishedescalation procedures to expedite prompt resolution.- Begins to act as a product consultant, articulating product featuresand benefits and making recommendations based on customerneeds/interests; identifying buying signals and asking for the sale,reselling current value or right-size, delivering a quality customerexperience.

Plano, Texas, Us