Corey Burke Email and Phone Number

Responsibilities include working in a Government Enterprise IT environment. We are charged with creation, development, implementation, maintenance and lifecycle upgrades of all enterprise services. Work proactively to increase production while reducing downtime while maintaining all computerized systems to the maximum potential. I liaise between other IT contractors and the Federal/Local Government Agency/Offices to provide additional support as required.I field any customer issues as they are reported via HEAT Technical Support System.I provide follow up Customer Satisfaction survey calls to all customers to verify the issues and functionality after problems have been resolved to their satisfaction, or take corrective measures to resolve any outstanding issues they are currently experiencing.

Proactively interacted with other technicians to increase production and reduce downtime while maintain all computerized systems to increase productivity to their maximum potential. Resolve customers' issues in a timely manner.Received extensive "hands on" knowledge of Tier 2 technical experience to assist resolving customer's issues in a timely manner.Routinely made sure customers complied with the company's IT protocol and ensure they adhered to this policy.Assisted recently employed technicians to understand and comply with the company's' guidelines to troubleshoot all information systems correctly and promptly.Provided guidance to all technicians to make sure that the workflow is adhered to and executed efficiently, promptly and adequately with minimal downtime to the customer.

Work with customers to repair Digital Subscriber Line (DSL) connectivity issues to achieve maximum connectivity potential.Capable of identifying and resolving customer's issues in a timely manner (within 20 minute timeframe) avoiding escalation to a Tier 2 Technical Support call.Documented Customer Service Satisfaction Surveys pertaining directly to the issue our support team supported, and to try to "re-create and resolve" the same issue would be available if the same issue arose in the future to provide a efficient resolution in a more timely manner.Assisted team members in researching and resolving possible IT issue scenarios including cause and effect issues to maintain pro-activity responses in isolating and solving possible issues.Would use Remedy© system trouble ticketing software to monitor, process and complete calls.Learned how to calm customers down and assist them with the issues they are experiencing to resolve their connection functionality to full capacity. Private Expertise:Windows XP Professional SP3Windows 7 Business and Ultimate versionsMicrosoft Office 2003 and 2010Computer security programsHard drive encryption (McAfee End Point Encryption)Government -based Systems:Secure Payment System