Devon Bruder Email & Phone Number

Rochester, Ny, Us

Portland, Oregon Metropolitan Area

Serve as a primary point of contact for users in need of technical assistance with the Cayuse softwareTriage & research tickets, with escalation as necessaryWork with Engineering, Development, Customer Success Agents, and CustomersPrioritize between outages, incidents, bugs, customer questions, internal tasks, and documentationSubmit bug reports and detailed notes for software development teamsIdentify opportunities for customer self service & act upon them via knowledge article creation, and customer educationProvide top tier customer service and maintain a 95% or higher customer satisfaction scoreCollaborate with users & coworkers worldwide

Rochester, New York, United States

Dallas, Texas, United States

Responsible for help desk procedure development and documentationDevelop and publish KB articlesTroubleshoot and triage ticketsMain point of contact for all incoming trouble ticketsLead and assist team of Agents supporting IT related incidents and requests Responsible for IT trainings for new hiresZendesk Administrator

Evanston, Il

Gather and document relevant informationManage IT related inquiries/requests (Inquiries via E-mail, instant message, phone call, and walk-up)Route and escalate tickets to appropriate departments and teamsManage Assets Update and add to company IT Knowledge BaseTroubleshoot level 1 issues (Password resets, outlook issues, system issues…)Coordinate and communicate across multiple departmentsRun IT trainings for new hiresBasic JIRA/Netforum administration

Oakbrook Terrace

Support Redbox Kiosks:Remotely resolve issues with KiosksAccurately document work that was doneWork with Remedy ticketing systemDetermine if issues are software, or hardware relatedDispatch field technicians to kiosks that can't be repaired remotelySupport Field Technicians, Customers, and Clients:Receive phone calls for kiosks needing repair or other requests, from clients and customersReceive phone calls form technicians for assistance with repairsEscalate complicated calls and issues as necessary

Countryside, Il

Work with PC hardware and software (Windows and macOS)Work with mobile devices, printers, an peripherals Communicate in simple terms to clients about their devicesDocument work done to client devices and other status updatesReplace hardwareInstall softwareReimage Windows/MacOSRun precinct while manager is not availableBackup client dataTeach clients to use new technologyRemove Viruses + Install Antivirus, and ensure updates are installed

Arlington Heights/Northbrook, Il

Assist customers with technologyDocument issues and concerns with a deviceDetermine if an issue is software/hardwareExplain technical terms in an easy to understand mannerInstall hardwareTroubleshoot mobile devices/PCs/MacsUpdate customers on the status of ongoing repairsRecommend hardware and software based on customer needsSetup new PCs/Macs, and install software for customers

Answer phone callsRing out customersAssist with inventoryRecommend products based on customer needsProvide customer service