Level Ii / Triage
Duluth Ga
Provided triage, logistical and technical support for Bank of America, Starbucks, Supervalue, Charming Shoppes, Lowes, Wal-Mart and Sam’s Club. Technical support for 10+ territories, including SC, NC, GA, FL, CA, NY and HI.Used GEMS, REMEDY and D1 to document technical issues. Troubleshoot D1/ GEMS work order tickets and order appropriate parts to site for technician installation.Provided technical support for onsite technicians. Provided patch downloads, VPN's, bios updates and systems files.Provided phone support for remote resolves; including by calling customer site to resolve software or hardware issues. If no resolve order parts to site based on customer observations, logistics and needs to meet SLA.Updated field managers and account managers on outdated/obsolete parts and new processes (found by service technicians or support). Updated technicians onsite to new service processes from level 3.Parts ordered to site include mainboards, power supplies, hard drives, laser printers, memory, LCD monitors, POS (point of sale) workstations, MSR's (magnetic stripe readers), routers, switches, duplexers, biometric devices. Parts ordered to site based on computer issue versus SLA for ticket closure.