Christopher Thomas Email & Phone Number

Lancaster, Pennsylvania, United States

Triage incoming tickets of all types.Schedule Senior techs as needed.

Lancaster, Pennsylvania Area

Provided comprehensive training and support for a variety of software and processes for internal and external contacts.⦁ Lead Support and Administrator – Mobile Iron⦁ Provided Active Directory and Server permission support⦁ Provided support for Exchange accounts⦁ Remotely supported Business partners through Bomgar, RDP, and RC⦁ Provided Windows Operating System Support⦁ Provided Microsoft Office Product Support and configuration⦁ Assisted with Cisco VPN connection support⦁ Assisted with the creation of the IT Knowledge base⦁ Provided phone, email, and live chat support for US regions⦁ Assisted with Ticket queue management⦁ Interfaced with Infrastructure teams to identify and resolve issues⦁ Assisted with interviewing and training new hires.

Mechanicsburg, Pennsylvania

Provided advanced technical support for Rite-Aid stores and associates.⦁ Worked on server swaps, drive installs, ScriptPro service, etc.⦁ Worked directly with field techs to resolve issues at Rite Aid locations⦁ Assist Tier 1 Service Representatives as needed⦁ Took live escalated calls from tier 1 representatives⦁ Direct contact for Priority 1 issues.

Provided technical phone support for Rite-Aid stores and associates.⦁ Made outbound calls to resolve tickets logged by Rite Aid stores and associates⦁ Independently complete tasks assigned by floor leads in a timely manner⦁ Provided assistance to fellow help desk representatives.

York, Pennsylvania Area

De-escalated and supported internal employees and customers with billing and technical issues.⦁ De-escalate irate customers for Customer Account Executives⦁ Worked with Direct Sales Representatives in their daily operations⦁ Verified lease information⦁ Ran credit checks, searched for prior debt, verified previous customer locations⦁ Data entry of sale offers and new service setup⦁ Provided technical support for multi-dwelling units and high value customers⦁ Assisted SRG and CAE agents as needed.

York, Pennsylvania Area

Provided first contact support for customers⦁ Supported Billing, Comcast Internet, Comcast Digital Voice, and Comcast Video Services⦁ Up-sold Comcast products and services, and entered sales data for customers⦁ Provided mentoring for new hire associates⦁ Assisted fellow Customer Account Executives (CAE) as needed.