Dylan Katter Email & Phone Number

Oklahoma City Metropolitan Area

Service Desk Team Manager with a demonstrated history of working in the information technology industry. Holds active Secret security clearance.

Denver, Colorado, United States

Creating and updating knowledge base articles and improving processes

Denver

Oklahoma City, Oklahoma, United States

•Provide Level I problem resolution for supported products and services•Provides superior customer service as related to help desk and equipment repair departments•Research problems isolate and resolve less complex calls immediately; refers more complex problems as necessary•Handles problem recognition, research, isolation, resolution, and follow-up for routine user problems, referring more complex problems to supervisor or technical staff•Receives help desk calls, creates trouble tickets, responds to and diagnoses problems through discussions with users•Documents procedures as required, tracks and monitors all calls to ensure timely resolution•Conducts follow-up calls to customers when necessary•Perform installations and changes to user's workstations and assign requests to another technical staff member as needed•Maintain a moderate level of proficiency in software and applications supported by IT•Assists in miscellaneous tasks as needed•Assist in software and hardware upgrades and new installations

Oklahoma City, Oklahoma, United States