'Gary Ensey' Email & Phone Number

Fort Mill, Sc

Answer calls, foreign and domestic, in service of contract. Create incident tickets using the Service Now system. Remote to users computer using Log Me In system. Exceptional Customer Service and relationship building Excellent time management and reporting skill Familiar with various operating systems (e.g. - Windows OS, OSX, Linux/Unix) Manage triage, troubleshooting and resolution to client scope on IT equipment Document efforts, issues and resolutions, close cases/tickets daily Proficient communicator with emotional intelligence insight for explaining IT terminologies at the client’s level of understanding Remote working from home for last four months of employment

Fort Mill, Sc

Analyzed problems with TWC clients who were having difficulty with video, data and phone services utilizing all available diagnostic tools Resolved data problems that involved local network issues, email issues, modem trouble and other equipment and/or software configurations Coordinated with Accounting, Finance, Collections, Engineering, and Technical Operations Departments for the purpose of assisting clients and resolved client inquires or issues Worked with Supervisors to streamline troubleshooting processes as well as create and maintain appropriate troubleshooting procedures Ability to configure, analyze and troubleshoot computers including the following operating systems: Windows 95 (best effort), windows 98, Windows ME, Windows 2000, Windows XP and Macintosh Operating systems Trained and certified to provide hearing impaired customer support. Provided quality service to clients via phone in account activation, maintenance, billing, problem solving, modification, enhancement, troubleshooting and when required, de-activation. Assisted field employees in setting up and authorizing client accounts, schedules and cancelled work orders for technicians Utilizes a thorough knowledge of billing system functions, order entry processes, TWC marketing strategies and pricing structure, TWC products and services, and troubleshooting of those products and services Demonstrates accountability, follow-through, follow up calls, and all necessary client touch points with the appropriate sense of urgency

Fort Mill, Sc

Analyzed problems with TWC clients who were having difficulty with video, data and phone services utilizing all available diagnostic tools Resolved data problems that involved local network issues, email issues, modem trouble and other equipment and/or software configurations Coordinated with Accounting, Finance, Collections, Engineering, and Technical Operations Departments for the purpose of assisting clients and resolved client inquires or issues Worked with Supervisors to streamline troubleshooting processes as well as create and maintain appropriate troubleshooting procedures Ability to configure, analyze and troubleshoot computers including the following operating systems: Windows 95 (best effort), windows 98, Windows ME, Windows 2000, Windows XP and Macintosh Operating systems Trained and certified to provide hearing impaired customer support. Provided quality service to clients via phone in account activation, maintenance, billing, problem solving, modification, enhancement, troubleshooting and when required, de-activation. Assisted field employees in setting up and authorizing client accounts, schedules and cancelled work orders for technicians Utilizes a thorough knowledge of billing system functions, order entry processes, TWC marketing strategies and pricing structure, TWC products and services, and troubleshooting of those products and services Demonstrates accountability, follow-through, follow up calls, and all necessary client touch points with the appropriate sense of urgency

Annapolis Junction, Maryland, United States

Created help desk/change request tickets using Remedy ARS Created and maintained nightly metrics and produced reports Remotely connected to workstations, using SMS to install/upgrade software, troubleshoot users problems, map network drive/printers etc. Created users accounts on various networks as requested. Worked task tickets from remedy queue as assigned. Provided first call resolution to users as best as possible. Accountable for the QOS tickets entering the web/accounts queue. Trained reemployment annuitants with limited IT Knowledge.

Fort Meade, Md

Classified Top Secret

High School Diploma

Education record

Took several classes in the IT field when finances allowed me to. Did not complete a degree.