Gage Baker Email and Phone Number

• Responsible for greeting our customers via phone calls, ascertain the nature of the call, resolve Level 1 issues where possible, open tickets via HPSM ticket system and escalate to the appropriate work groups, when necessary. • Determine the functional area of the problem being reported, e.g. hardware, software, telecommunications, and provide detailed analysis of the problem• Deploy mobile devices to end users, assist with basic enterprise-level mobile device management configuration and troubleshooting. • Determine if equipment is warranted and arrange appropriate resolution under warranty. • Update assigned tickets and continuously coordinate necessary work. • Document status updates and communicate to necessary parties, including providing follow-up to the user on the status of the problem until resolution, and verify problem resolution prior to closure of the ticket.• Troubleshoot software and hardware enhancements, application deployments and infrastructure upgrades. • Escalate problems to next level support if the issue cannot be resolved at Level 1

• Actively manage incoming tickets – ensure tickets are resolved or routed to appropriate teams and individuals for resolution.• Review and assign tickets as required – ensure tickets are completed withing the target date provided.• Ensure customers’ requests are followed.• Evaluate the need(s) in each ticket – provision or modify each user.• Communicate any additional clarification needed with the requestor.• Gather the needed provisions and modifications needed.• Implement the provisioning or modification needed in the Cerner/Oracle environments (Production and Non-Production) – VIA powershell, AD, HNA User, among other programs/systems.• Communicate with the requestor when the provisioning/modification has been successfully completed.• Ensure all provisions or modifications are documented thoroughly. • Ensure all documents (requestors and otherwise) are stored properly within the correct folder for further review if needed.