Eb R. Email & Phone Number

United States

1155 Perimeter Nw Atlanta Ga

1. Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, and in-person requests for assistance. These requests must be handled in a positive, fast, friendly and professional manner. 2. Interviews customer to collect information about problem and leads customer through documented diagnostic procedures to accurately determine cause of problem. Resolves systems issues through problem recognition, and application of documented procedures. 3. Refers more complex problems immediately to Level 2 staff and/or supervisor. Ensures that all documented diagnostic techniques have been exhausted prior to call escalation. 4. Monitors ACD activity to ensure “Speed of Answer” goals are met. 5. Performs the daily polling of all units to insure data flow meets or exceeds published goals. 6. Pro-actively identifies potential problems and recommended resolutions to improve the performance of hardware, software, training or process. 7. Logs and tracks every incoming call and all actions taken using problem management database. 8. Co-ordinates the installation of the Depot equipment with the restaurant manager or Area Supervisor. Ensures defective Depot equipment is returned within established timeframes.

•Applies fundamental concepts, processes, practices, and procedures on technical assignments. •Performs work that requires practical experience and training. •Responds to and diagnoses problems through discussion with users. •Ensures a timely process through which problems are controlled. Includes problem recognition, •Provides support to end users on a variety of issues. •Identifies, researches, and resolves technical problems. •Responds to telephone calls, email and personnel requests for technical support. •Documents, tracks, and monitors the problem to ensure a timely resolution. •Provides second-tier support to end users for either PC, server, or mainframe applications or hardware. •Interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem. •Simulates or recreates user problems to resolve operating difficulties. •Recommends systems modifications to reduce user problems •Ensure trouble tickets are captured in ITA incident/change tracking system for all service relates requests •Provide Very Important Personnel (VIP) wellness visits twice daily to address Information Technology related issues and valued customer service via face-to-face interaction. •Install, configure, or re-image, and maintain desktop operating systems consistent with ITA guidance on desktop and notebook computer systems as required.

Duluth, Georgia

Manage multi-phone lines, process new hires, manage confidential paperwork, filing, mass mailings, edit memos, and re-order office supplies.

Bachelor Of Applied Science (B.A.Sc.), Criminal Justice

Associate Of Science - As, Homeland Security, Law Enforcement, Firefighting And Related Protective Services