Emily Burke Email & Phone Number

Sumter, South Carolina, United States

Sumter, South Carolina, United States

• Delivered remote troubleshooting for desktops, Citrix/VDI clients, email, and accounts via phone & e-mail for 400+ users.• Managed org boxes, distribution lists, Microsoft 365 entitlements, PKI tokens, and network folder access for 1200 personnel.• Developed SOPs on Outlook troubleshooting, offering visual reference for customers & reducing support call time by 40%.• Monitored ticket queue, created & resolved tickets, documented updates, and facilitated routing or… Show more • Delivered remote troubleshooting for desktops, Citrix/VDI clients, email, and accounts via phone & e-mail for 400+ users.• Managed org boxes, distribution lists, Microsoft 365 entitlements, PKI tokens, and network folder access for 1200 personnel.• Developed SOPs on Outlook troubleshooting, offering visual reference for customers & reducing support call time by 40%.• Monitored ticket queue, created & resolved tickets, documented updates, and facilitated routing or escalation as needed. Show less

Barksdale Afb, La

• Provided walk-in tech support for end user issues with software, device drivers, hardware issues, & iPhones; 90% first resolution rate.• Performed Windows 11 upgrade; exceeded goal 95% of device Operating Systems deployed in less than 3 months.• Coached 12 junior technicians on troubleshooting efficiency, reduced open tickets at close of business daily from 30 to less than 10.

Kadena Ab, Okinawa, Japan

• Resolved 400/70% of tier II tickets involving device hardware, software application, printers, network connections & VoIPs.• Engaged in process improvement; reduced account creation, PKI token, & CSfC router/laptop kit timelines from 1 week to 24 hours• Identified authentication configuration error; ended degradation of scan & email service affecting approximately 30 printers.• Configured iOS devices with Blackberry UEM providing mobility, network & government e-mail… Show more • Resolved 400/70% of tier II tickets involving device hardware, software application, printers, network connections & VoIPs.• Engaged in process improvement; reduced account creation, PKI token, & CSfC router/laptop kit timelines from 1 week to 24 hours• Identified authentication configuration error; ended degradation of scan & email service affecting approximately 30 printers.• Configured iOS devices with Blackberry UEM providing mobility, network & government e-mail access for executive users. Show less