Ensured client satisfaction by resolving technical issues promptly while facilitating community engagement activities.

Successfully managed and engaged a community of 3,000+ IT professionals, maintaining a very high retention rate of 94%+

Managed Service Provider

Reduced service ticket resolution time by 30% through process improvements

Tier 1 Service Desk SpecialistFirst point of contact for employees who call or email the help desk with a computer issue; providing assistance regarding basic computer hardware and software issues such as:• Discover what the problem is, determine its source, and give advice as to how to resolve the problem or pass it on to the next level of help desk employees for resolution in complicated situations.• Password resets/unlocks• Dealing with software incompatibility problems•… Show more Tier 1 Service Desk SpecialistFirst point of contact for employees who call or email the help desk with a computer issue; providing assistance regarding basic computer hardware and software issues such as:• Discover what the problem is, determine its source, and give advice as to how to resolve the problem or pass it on to the next level of help desk employees for resolution in complicated situations.• Password resets/unlocks• Dealing with software incompatibility problems• Gather incident/change Information• Collect diagnostic information for other tiers or specialists Show less

Responsibilities• Purchasing/sales advisor• Technical consultant• Tech support• Helpdesk

Responsibilities• Customer Service• Tech Support• Purchasing• Sales

Responsibilities• ATM Support• Helpdesk• Upgrading work stations (3 month project)

Responsibilites• Supervising and assigning the workload and work order fulfillment• Personnel selection and training• Purchasing/sales advisor• Technical consultant• Tech support• Helpdesk

Responsibilites• Tech support• 3 month project setting up for the 2003 State Elections