I perform IT procurement for approximately 60 offices across the state. I manage the print server for all network printers in the offices.I work service desk tickets as they come in and also receive some calls placed to the service desk. These calls include password resets, printer issues, Microsoft Office Suite 2007 through 2016 issues, Windows 7 and 10 issues, some proprietary applications and more. I deliver and setup desktops and laptops to offices across the state.

Resolve customer complaints and concerns with strong verbal and negotiation skills.Display courteous and strong interpersonal skills with all customer interactions.Build and maintain successful relationships with service providers, dealers and customers.Maintain composure and patience in the face of difficult customer situations.Train new employees and explain protocols clearly and efficiently.Provide thorough support and problem resolution for customers.Monitoring the queue for long call times, excessive aux time, break and lunch adherence.Responsible for coaching my agents to make sure that they are meeting the expected metrics and the queue is meeting SLA (Service Level Agreements).Responsible for projects.The most recent project has been ongoing since October 2011.It has been a huge success in which I have received several good remarks from our customer and have been rewarded by Dell on my hard work and outstanding contribution.

Provided base level IT support to company personnel.Resolved customer complaints and concerns with strong verbal and negotiation skills.Displayed courtesy and strong interpersonal skills with all customer interactions.Built and maintained successful relationships with service providers and customers.Maintained composure and patience in face of difficult customer situations.Processed an average of [] inbound and outbound technical support calls.Researched issues on various computer systems and databases to resolve complaints and answer inquiries.Referred difficult issues to upper management while maintaining positive rapport with customer.Informed customers about issue resolution progress.Supported customers having data connectivity issues.Provided thorough support and problem resolution for customers.