Darshini Dudley Email & Phone Number

• Track all work in the client IT Service Management (ITSM) system
• Manage loaner program, maintain inventory thresholds, handletickets, repair and service IT vendors
• Conduct a monthly service ticket review with the COR or a persondesignated by the COR
• Measure the quality of services to end users and submit theresults and recommendations for improvement to the Governmentfor review and approval monthly
• Perform asset inventory assessments
• Image physical workstations, laptops, tablets/mobile devices

• ssists customer with identifying and resolving processing issues and website access inquires
• Supports inbound calling, outbound calling, email, web chat and outreach to customers
• Logs cases, or updates an existing case as applicable, to record each phone, email, or web chat communication with a customer. All cases shall be logged in a web-based agent desktop application
• Meet Quality Assurance Requirements and other key performance metrics
• Provide hands-on desk-side support for our client end users during both pre-scheduled and ad-hoc visits.
• Handle all manner of desktop and laptop computer support duties, including format, install, set up, upgrade, maintenance, and troubleshooting.

Supported Department of Information Management "DOIM" military personnel♦ 500 Onsight users supported.♦ Received service desk calls and created work incidents using Remedy Ticketing System and routed them accordingly.♦ Provided onsite mobile device support for Apple Ipad, Apple Iphone, & Android Mobile devices♦ Provisioned mobile devices for international.