Level 2 support: resolved escalated tickets for hardware & software issues Utilized SCCM remote tools & Microsoft Teams to assist users Installed & ran HP Image Assistant to install latest drivers, firmware & BIOS updates Retrieved BitLocker codes from Microsoft Azure for locked computers Reset passwords, unlocked accounts, checked group memberships and OUs through Active Directory Submitted requests on behalf of users for AD group memberships, laptop replacements, new email accounts, USB exceptions and administrator privileges Configured MaxPro VMS Server for new users and new laptops Completed quarterly inventory & recorded results in SharePoint Excel template Shipped old assets to PC Depot & updated assets in ServiceNow by completing recovery tasks & creating transfer orders

Take inbound calls from repair shopsApprove or deny OEM requests per insurance guidelinesAssist with invoicing and payment questions

Title procurement for CoPart on behalf of USAA Insurance - took inbound calls from vehicle owners and lien holders; made outbound calls to owner regarding title and related documents; called lien holders to obtain payoff information, letter of guarantee and title

Troubleshot errors within Warehouse Management Systems (WMS): Red Prairie, RLOGCreated new users & assigned rights in Active Directory – reset passwords, disabled accountsLoaded, changed, deleted information in database via Toad for Oracle Resolved PC issues: login errors, internet connectivity, browser compatibility, peripheral replacement, security, encryption & anti-virus updates; MS Office software questionsResponsible installing monthly Windows security updates; updating inventory spreadsheet; creating work instructions for knowledge base; documenting resolution steps within tickets; monitoring errors with orders in Red Prairie; maintaining desktops/laptops for backup use; removing unused equipmentConfigured Exchange email accounts; added mailbox access; setup auto-archiving; installed add-ins

Performed tech site visits at beginning of school year to setup desktops and accompanying peripheralsProvided technical support to staff, teachers and administrators with software, hardware, & network issues that required answering 100+ calls per day to resolveUtilized VNC remote software to troubleshoot various technical issues for improved user experienceScheduled tech site visits for problems that couldn’t be resolved over the phone or with remote assistance

I support education testing software for McGraw-Hill. I took incoming calls from educators and assisted them with issues they encountered with assessment software.

I took incoming calls from customers who carry pagers. I took payments, submitted requests for credits, ordered replacement pagers and parts and placed outgoing calls to ensure quality customer service.

I entered new constituent information, updated existing data and ran data cleanup queries. I also assisted with mailings by printing letters and labels.

Assisted students, teachers, faculty and staff with various computer problems including the following: wireless connection, software & printer installation, spyware, viruses, & Trojans removal, hardware malfunctions, and email set up. Recorded user information & serial number for records, upgraded RAM, reimaged tablets and desktops, installed operating system & drivers.