D Anthony Hill Email & Phone Number

Greater Philadelphia Area

Client Helpdesk Support - Provide first line of support for all inbound problem calls using Skype or SAP Phone System CDT. Record symptoms and perform basic troubleshooting to deliver a thorough diagnoses to dispatched technician.Conduct all follow up calls to confirm resolution and maintain customer satisfaction. A portion of every day activity will be on the phone with end-users, our service technicians and monitoring device status using a custom software application.Ensure SLAs are met, and escalate if needed to Vendors Or SAP Management if ticket is breached.Vendor management regarding working with/coordinating with external vendors such as IBM, CISCO, FUJITSU, NETAPP & DELLWiki confluence such as Updating / editing documentationsUsed SAP Ticket System to reassign & process tickets that were in our queue.Assist with fieldwork as requested regarding replacing a drive or checking connectivity off servers

United States

Client Helpdesk Support – Provide first line of support for all inbound problem calls. Record symptoms and perform basic troubleshooting to deliver a thorough diagnoses to dispatched technician. Conduct all follow up calls to confirm resolution and maintain customer satisfaction. A portion of every day will be on the phone with end-users, our service technicians and monitoring device status using a custom software application.Queue Management – Ensure that the dispatch queue is properly balanced with call volume distributed among available technicians appropriately.Trouble ticket management – Maintain service levels to a group defined standard – mean time to respond, mean time to repair..Print re-direct – Ensure SLAs are met, and re-direct print as needed to appropriate hot swap device.Special Projects – Generate statistical reporting as needed for client and Precision.

Installation and Deployment of company software on Sharp & OKI MFPs’ as well as users workstations. Create domain login accounts in active directory and set permissions for folders.Office 365 administrator to create e-mail accounts, reset passwords and delete accounts.Remote support for clients to trouble shoot program/software issues using TeamViewer, LogMeIn & VPN. Keep management & clients updated on progress. Attend clients site and set up workstations by connecting it to a network and adding it to the domain if any. As well as put CPU, Monitor, Keyboard & Mouse Together. Network Sharp & OKI MFPs' by adding IP, Subnet, DHCP, DNS, Domain (If Any) & SMTP.

Conduct local desktop support requiring access to the device or end user. Conduct data migration from previous hardware to new hardware for approximately 40 machines. Support the maintenance of onsite resources to manage end user hardware installation processes, including troubleshooting issues after delivery and installation of end user hardware. Submit an individual incident ticket for each piece of broken equipment using Remedy.

Configure Western Money Ticket Redemption Units (TRU). Handle all technical errors and customer disputes at ATMs and TRUs. Program, configure, and load all ATM machines, parking kiosks, and MIMO machines. Perform preventative maintenance on over 60 machines in the finance department.

Assigned various duties including web page maintenance and design of beta search homepage. Created banners, flyers, brochures & graphics. Assisted programmers in implementation of video & imagery onto site as well as text editing. Upload files to a server to make template view able under multiple domains.