Gina M Gargus Email & Phone Number

Bourbon, Mo, Us

High Ridge, Mo, Us

St Louis, Missouri, United States

Https://Www.Pamperedchef.Com/Pws/Ginagargus

Town And Country, Mo

• Supervises productivity, monitors tickets, assigns work and performs coaching of the 25+ help desk team members at the Saint Louis location.• Sets up team schedules.• Monitors incoming calls for quality and coaching opportunities. • Along with the department manager, conducts interviews to fill staffing needs.• Hosts departmental meetings.• Responsible for end-user escalations and advanced problem solving.• Interfaces with other support groups and outside vendors.• Educate IT and internal customers about security policies.• Enforces security policies by strict training to the support desk team.

Town And Country, Mo

• Supervise productivity, monitors tickets, assigns work and performs coaching of the 20+ help desk team members.• Train, mentor and support less experienced staff.• Conduct WebEx training sessions for other IT teams.• Create technical documents for training purposes, for IT and internal customers.• Assist in the interview and hiring processes for new hires.• Hosts departmental meetings.• Responsible for end-user escalations and advanced problem solving.• Interfaces with other support groups and outside vendors.• Educate IT and internal customers about security policies.• Enforces security policies by strict training to the support desk team.• Implemented training program for new hires. • Travel for training, as required by management.

Town And Country, Mo

• Manage off-shore team of 40, providing transition support during the Charter Communications merger.• Supervise productivity, monitors tickets, assigns work and performs coaching of the 20 help desk team members.• Train, mentor and support less experienced staff.• Conduct WebEx training sessions for other IT teams.• Create technical documents for training purposes, for IT and internal customers.• Assist in the interview and hiring processes for new hires.• Participate in departmental meetings, running them as necessary when the manager is unavailable.• Responsible for end-user escalations and advanced problem solving.• Interfaces with other support groups and outside vendors.• Educate IT and internal customers about security policies.• Enforces security policies by strict training to the support desk team.• Implemented training program for new hires. • Documented all daily processes of the support desk for the Charter Communications merger meetings.

Town And Country, Mo

• Respond to requests for technical assistance by phone and by ticket.• Assist end-users remotely or onsite with computer related issues.• Diagnose and resolve technical problems related to hardware, software, and networks.• Research questions using available resources.• Escalate to other IT teams for resolution when appropriate.• Log all help desk interactions via ticketing system.• Conduct follow-up with end-users as needed to ensure ticket closure.• Perform security administration and incident management functions, in both Mars Remedy and ServiceNow. • Support Windows computers, mobile devices, JD Edwards Enterprise One, and additional applications.

Town And Country, Mo

• Perform complex troubleshooting of telephone customer issues (provisioning issues, switch related issues, network related issues, and porting issues). • Assist technicians with swapping equipment and troubleshooting issues when they call in while in service at a trouble call.• Escalate issues appropriately when they can’t be resolved during the initial call.• Setup trouble calls, service orders, and special request orders when necessary to send out a technician to resolve customer issues• Provide customer service for general billing questions and up-sell Charter products and services. • Follow all policies and procedures put in place by Charter Communications to ensure the customer has the best experience possible.

Town And Country, Mo

• Perform complex troubleshooting of high speed internet customer issues Customer service. • Escalate issues appropriately when they can’t be resolved during the initial call.• Setup trouble calls, service orders, and special request orders when necessary to send out a technician to resolve customer issues.• Provide customer service for general billing questions and up-sell Charter products and services.• Follow all policies and procedures put in place by Charter Communications to ensure the customer has the best experience possible.