Corey Lowe Email & Phone Number

Responsible for providing advanced technical guidance and assistance on open incidents, ensuring that our open ticket count is kept within the KPI standards. Responsible for monitoring the education and training of the team Ensure appropriate coverage and track availability of the team Analysts. Responsible for enforcing the policies and processes as set forth by the Service Desk Manager. Mentor and train junior staff; Negotiate among an array of parties, vendors, network carriers and the customer at both the end user and executive levels to resolve complex and/or relatively obscure problems.

Responsible for providing advanced technical guidance and assistance on open incidents, ensuring that our open ticket count is kept within the KPI standards. Responsible for monitoring the education and training of the teamEnsure appropriate coverage and track availability of the team Analysts. Responsible for enforcing the policies and processes as set forth by the Service Desk Manager. Mentor and train junior staffNegotiate among an array of parties, vendors, network carriers and the customer at both the end user and executive levels to resolve complex and/or relatively obscure problems

As an IT Support Analyst I, I work efficiently and effectively with more than 20 applications ranging from BMC Remedy SDE ticketing module, Active Roles Server (Console and web version), Blackberry Manager, Dameware, Remote Desktop Connection, SAP, Oracle management tool, Postini, Mimsweeper, Citrix Management Console, Right-Fax and Right-Fax Utility Management Console, RSA tokens, CMI, and the list goes on. Daily troubleshooting of local and network system within LehighHanson, Installing both local and network printers, software, updating hardware drivers as needed, Answering Service calls daily. Shared On-Call duty, Assist users in Cisco VPN connectivity, Installation of Windows XP (apps, suites & professional), Win 2003(apps, suites& professional), KB Article contributor, Discussion board contributor. Also, assist in Quality Call monitoring and coaching

Dublin 2, Ie

As a Help Desk Lead Analyst, I provide customer support for desktops, laptops, email, VPN, connectivity, hardware, printing, etc. in a fast-paced corporate help desk environment. This involves logging calls into the problem tracking system BMC Remedy and resolving 1st level and some 2nd level incidents as well as analyzing problems for routing to appropriate backline support if necessary. I also work with backline teams and operations to prevent problems, facilitate problem resolution, and provide overall outstanding customer service. Systems that we work with are, Siebel, BMC Remedy, GBI Tool, Apropros Agent, Apropros Resource Management Tool, SAP GUI, Remote Anywhere, Account & Resource Management Tool

Us

Moderate technical and administrative skills, required non- functional guidance. Achieved and maintained an avg. of 100% to budget sales objectives for Verizon SuperPages print and online advertising products for small to medium sized businesses in a structured call center environment, knowledgeable in MS Word, Excel, and Power Point. Other related duties as assigned. Promoted from within to Spec-Workforce Performance( trainer). Trained new incoming and current employees, the basics of presenting Verizon Super-Pages and Super-Pages.com via Verizon's policies and procedures. Accurately distribute training information and materials to various teams in order to encourage growth and confidence in presenting media materials to current and potential clients.

Respond to inquiries about Sprint products and services. Resolve customer concerns through discussion of service features, accessories, and equipment. Interface with potential Sprint PCS consumers to determine the necessary services that will be beneficial for both the consumer and company, along with maintaining customer relations in order to build a strong business relationship. Other related duties as assigned.

Construct, operate and maintain wire networks and switchboards by installation of laying wire and cable. To ensure the proper installation of pole line construction, also mounting commercial hardware and placing conduit systems within a wire network while utilizing commercial cable. Pull, test and terminate CAT 5 cable and 26 pair cable also. Train subordinate Marine's in pole-climbing, installation of switchboards, phone, phone lines as well as programming of switch. Perform other related duties as assigned.

Information Technology

Education record

Education record