Colton Boggs Email and Phone Number

IT Help Desk/Service DeskDaily duties included but not limited to:⦁ Maintaining existing hosted systems.⦁ Assist client with changes and how-to questions (Software and Hardware).⦁ Set up new systems/users/devices.⦁ Train end users and support onboarding.⦁ Data entry of client changes⦁ Create and update tickets.⦁ Software installation/configuration/troubleshooting.⦁ Keep abreast of technology changes and proactively look for opportunities to improve service. On-boarding Installation Specialist(Promoted in May 2019)Daily duties included but not limited to:⦁ Scheduling and completing installs with new customers⦁ Follow up on any issues from previous installations.⦁ Integrate the Vow features with their Pharmacy Software Vendor.⦁ SIP routing (front end and back end).⦁ Setting up e911 and CNAM.⦁ Setting up VLAN segregation. ⦁ Opening TCP/UDP ports for DVR's and other equipment. ⦁ Assist with Support roll over calls. ⦁ Call customers once they "go live" with Vow phones to test equipment and finish any last minute training. This was a self managed role that was vital to getting the customer up and going with Vow Inc. It was the first technical contact and I loved setting the expectations as well as leaving a lasting impression.

IT Service Desk Specialist⦁ Provided direct support with any technical and/or operational assistance. ⦁ Troubleshoot and repair all business equipment (especially but not limited to ATA's, biometric scanners, switches, routers, fax machines, laptops, modems, PCB's, telephones, pin pads, printers, tablets, thin clients and VoIP lines).⦁ Maintaining great customer service and ensuring the problems resolution in a timely manner. ⦁ Assisted with training other Help Desk members as well as creating Knowledge Articles and training documents.⦁ Utilized Active Directory and secondary access management applications to control user access.IT Service Desk Telecommunications Specialist (Promoted Jan 2015) While continuing my role as IT Service Desk Specialist, I was given the opportunity to work as a Telecom Specialist. I managed the Telecom Queue provided to Tier 1 techs to escalate to Tier 2 support. In this position I researched and resolved Tier 2 Telecommunication issues and assist field technicians with problem resolution. It was my duty to communicate with third party vendors to schedule on-site technicians and ship necessary hardware. In this role, I was able to create training material to assist with training Tier 1 on Telecommunication problems.

IT Assistant⦁ Work assigned ticket queue and emails. ⦁ Self managed and completed the work orders as they were assigned and in a timely maner. ⦁ Some of the work orders include but not limited to:⦁ Replacing projector bulbs.⦁ Replacing the hard drive in PC's.⦁ Reimaging PC's.⦁ Installing various software.⦁ Trouble shooting any technology found in the schools, such as ipads, laptops, desktops, projectors, pin pads and security camera's.

Tier 1 SECA/Team Lead/Tier 2 SEA⦁ Support all Samsung products in Canada, from microwaves to cell phones.⦁ Meet KPI's. ⦁ As Team Lead, I assisted in leading our team to success and help coach agents to meet their KPI goals. ⦁ Manage adherence and attendance for our team. I was given the opportunity to make decisions that not only affected me but affected the team as a whole. Rewarded with Employee Of The Month in November 2010 and April 2011. Accomplishments: ⦁ Was the "Top Agent" during training/onboarding period⦁ Became Team Lead with-in 4 weeks on the floor⦁ Employee Of The Month for SECA in November⦁ Employee Of The Month for SEA in April⦁ Assisted in multiple projects to assist in training employees, onsite and remote