Frank Pizana Email & Phone Number

Addison, Texas, Us

Collect appropriate and accurate information while handling support incidents, including logging,follow up, updating and closing of incidents, tasks or chats assigned. Escalate unresolved incidentsas needed• Maintain established goals set surrounding availability surrounding contacts and quality ofdocumentation surrounding the life cycle of a support incident• Utilize and contribute feedback to support Knowledgebase• Support the mission and direction of Concentra, both within the Information Services departmentand throughout the corporation, assist and collaborate with other colleagues, while promoting apositive workplace.• Utilize and contribute feedback to support Knowledgebase• Monitor and report on any security violations related to the unwarranted access to corporate data• This job description is not designed to cover or contain a comprehensive listing of activities, dutiesor responsibilities that are required of the employee for this job. Duties, responsibilities, andactivities may change at any time with or without notice

Internet Help Desk AnalystQuadrant/FEMADecember 2017 – August 2018The Internet Help Desk supports members of the American Public who have experience as disaster and are attempting to make or check-in on an application for assistance.Perform initial triage of all problems experienced by customers in the information technology environment.Focused on first contact resolution of incidents that are first contact resolvable.Incidents that are not resolvable at first contact are forwarded to the appropriate functional group for resolution.Responsible for providing single point of contact to client’s internal customers. Will provide primary activity queue support by resolving a user’s Incidents or service requests via the phone, sent in via Email, Self Service requests or via Live Chat. Will also coordinate with other IT support groups (if necessary) to resolve the Incident/request. Will track, monitor, escalate and train customers efficiently and with quality. The goal is to meet or exceed the Service Level Agreements and customer’s level of expectation with technical support and requests for service.

Houston, Texas, Us

Responsible for providing single point of contact to client’s internal customers. Will provide primary activity queue support by resolving a user’s Incidents or service requests via the phone, sent in via E-mail, Self Service requests or via Live Chat. Will also coordinate with other IT support groups (if necessary) to resolve the Incident/request. Will track, monitor, escalate and train customers efficiently and with quality. The goal is to meet or exceed the Service Level Agreements and customer’s level of expectation with technical support and requests for service.ROLE: Supporting our entire Security customer base through a variety of mediums• Provide proactive and reactive assistance to all external customers• Provide overall escalation management and technical solutions when issues are reported to them, including but not limited to, review of open issues on a daily basis, updating our customers on the status of their escalated cases, and assisting in the reproduction of issues• Ensure that all of the required files are gathered and available prior to escalating an issue to our Tier II team• Establishing effective lines of communication with our Tier II team and management to ensure cases are flagged that require immediate attention• Log all issues into Insight, updating activities to cases, and escalate cases• Provide technical problem resolution for McAfee Scan Alert product used by our customers and must fully document problem resolution in the McAfee call tracking system• Perform duties as assigned by management• Provide proactive assistance to your specific product• Trouble-shoot/qualify cases before escalating into Tier-II• Record and document all issues related to customers both internal and external• Conference call availability to resolve product issues• Log all testing, troubleshooting and research done in process of resolution• Responsible for Customer and Internal Updates

Fort Mill, Sc, Us

Is to monitor a Triage Queue and insure that all calls are handled promptly, courteously, accurately and that the calls satisfactorily resolved or assigned to the appropriate Incident Manager within the established time frames for each type of problem. Work Level 1 and Level 2 issues for our internal team help resolved complicated issues that users might have before case be escalated to Level 3. Work with most Microsoft Office software, including Word, Excel, Power Point and other office applications. Facilitate Problem/Call Resolution: Collect and gather the necessary information in order to troubleshoot and resolve H/W and S/W related issues Provide first tier support for all Clients and Field Service Staff, H/W and S/W. Provide necessary escalation to 2nd and 3rd level support to resolve issues when required. Ensure all Client calls are Triaged and detailed information explaining issues and possible resolution as well as parts info is entered in the Ticket. Understand and strive to meet all Customer SLAs Application Expertise: Maintain a current knowledge base supported hardware and software, as well as custom applications that are used by the client. .

Dallas, Tx, Us

Provide support to users in a working environment; Maintain windows XP/2000 workstations; Work with Microsoft applications Outlook; Excel, Word. Support Outlook by configuring and maintaining users' accounts. Work with Active Directory creating: Users' accounts, reset passwords maintain domain secure and apply Group Policies. Supported MS Desktop and office applications via remote desktop connection or hands on, including internet explorer; virus software’s exchange 2000/2003 ; desktop network connectivity, including dialup and vpn;application/database connectivity and configuration; network and local printing; supported workstation, printer, and peripheral hardware. Use Microsoft Group Policies 2003 secure terminal users and maintain secure network. Work without side vendors to maintain and provide additional support to organization. Attain strong customer service skills, troubleshooting skills and resolving skills to resolve problems. Usage tracking tools and manage reported issues until resolution.