Ricardo Diaz Email & Phone Number

Milwaukee, Wi, Us

United States

 Answer service desk phone calls Escalates service desk tickets as needed Research, diagnose, document and resolve level 1 and level 2 client incidents Maintain detailed network and technical documentation Provide responsive, professional, highly-personable technical support Laptop and desktop hardware Mobile devices and tablets Windows desktop operating systems (Windows XP, 7, 8, and 10,) Active Directory, Windows Server 2003 – 2012, Exchange, Office 365, and Office Citrix VDI in a Box, VMware, vSphere, vCenter and Horizons Experience Network peripherals Printers Ability to thrive in a team-oriented environment and work seamlessly with other technicians and engineers Excellent communications skills, telephone support skills and interpersonal (soft) skills Strong focus on customer service

 Reviewing, troubleshooting and documenting software operational issues and technical issues.  Escalating unresolved issues with thorough documentation to IT and Development as required, assisting through resolution.  Assisting Development and QA in identifying, debugging, testing and resolving customer and application code issues.  Enter all required information into the system to create and maintain customer database Recommend process improvements Provide 1st & 2nd level tech support for software applications & websites Initiate, update, track, and close tickets through work order system.  Escalate complex issues to appropriate staff.  Recognize, document, and alert the supervisor of trends in customer calls.