Fashi Sharif Email & Phone Number

Rosemont, Il

• Received and accurately recorded details of problems reported to the ITSC to include status and resolutions to problems.• Successfully troubleshoot, diagnose and resolve Tier 1 & Tier 2 service and support issues• Handled the efficient escalation of customer service and support issues to the Tier 2 & 3 support team.• Provided first-level support in the areas of Citrix, JDE EnterpriseOne, PC software applications, desktop/laptop hardware, mobile devices, and networking. Maintained skill level sufficient to provide such support.• Responded to error messages by resolving issue or escalating to appropriate support personnel.• Manage execution of assigned tasks against detailed project plans that facilitate the timely completion of infrastructure objectives and deliverables.

Niles, Il

• Provide prompt and professional technical assistance and support for incoming calls related to Grainger hardware/software systems and network connectivity issues.• Self-train and navigate through live databases such as CribMaster, ClearSpider, and KeepStock consoles to provide machine/account specific support.• Create documents to assist others with troubleshooting.• Utilize Service Now ticketing system to document calls.

Lake Forest, Il

• Responsible for testing various enrollment platforms to ensure accuracy before delivering to clients. • Worked collaboratively with Enrollment Technologies team interacting with multiple internal departments, sales teams, outside vendors and enrollment firms to provide solutions for any issues that may arise. • Involved in reviewing/understanding of case requirements, state rules and underwriting offers, monitoring workflow, and initiating problem solving complex problems and successfully meet deadlines.• Assist with phone calls to resolve technical problems