Chris R. Email & Phone Number

Arlington, Virginia, United States

Herndon, Virginia, United States

• Provided technical support to 500+ employees for both Windows and macOS based end points using Bomgar and by phone, email, and Slack.
• Managed Atlassian Suite, including account creations and administrative configuration changes.
• Enhanced Service Desk productivity through regular improvements in Jira, such as workflow modifications and project configuration updates.
• Delegated and handled tickets to make sure they are properly routed, worked, and documented.
• Developed documentation for other technicians and end users.
• Created and maintained internal Confluence page as a Welcome Center for new hires and documentation storage.

Herndon, Virginia, United States

• Provided technical support to 500+ employees for both Windows and macOS based end points.
• Utilized remote support and chat tools Bomgar, Zoom, and Slack.
• Assisted users with setting up MDM using Intune and JAMF.
• Constantly improved the existing documentation system and employee knowledge base.
• Migrated the team’s ticketing system from Jira Server and Data Center to Jira Service Management.
• Integrated Halp, Slack, and Jira to give employees the ability to create tickets from Slack, resulting in faster ticket creations, improved communication on tickets, and quicker issue resolutions.

Chantilly, Virginia

• Provided technical support to 350+ employees for both Windows and macOS based end points.
• Managed hardware inventory of 1000+ electronics used by employees.
• Consistently closed the highest amount of tickets while receiving employee praise and positive feedback.
• Utilized phone system, chat, email, Slack, and in-person troubleshooting to quickly resolve employee issues.
• Maintained knowledge of various internal applications, such as Global Protect, RSA, and Office 365.

Mclean, Virginia

• Provided first-level diagnosis and troubleshooting support to over 8,500 internal users
• Answered monthly average calls of 525-550, based on call volume
• Operated in ServiceNow to log user issues and manage the classification, assignment, and completion of tickets. Created and utilized knowledge articles for troubleshooting and boost productivity
• Performed required daily duties including timely arrival, ticket quality, activity code accuracy, and first call resolution
• Functioned as L1 support for nearly 400 business applications used throughout the company
• Engaged Incident Management upon discovery of global issues affecting company

Education record

Certificate

Advanced Diploma