Hazel W. Email & Phone Number

United States

Assisting user with there office technical needs via the solutions bar

Atlanta, Georgia

Collaborated with other Team leads and Mangers working with teams metrics, worked on company projects with other team leads in the organization, Assist or train team of new process or direction. Assisted with working on escalations, Queue management and worked and assisted team on tickets

Atlanta, Georgia

Servicedesk admin-Work in a call center environment startup, assisting company employees with their technical issues, office 365, Windows OS and SCCM other hosts of applications. off/onboarding. Work with Service Now ticketing system, creating tickets and resolving, Queue Management, Active directory procedures. Box, WebEx, Avaya phone system, VDI software installs, lockouts, Server management 2012. The software installs, VPN and mobile phone assistance along with Intune, network troubleshooting, troubleshooting Windows and IOS with Jamf computers , whatever was needed to the End-user was provided or redirected. Customer experience at its highest level meeting all metric at the above 90 percentile

Sandy Springs/Atlanta

Helpdesk SupportWork in a call center environment startup, assisting company employees with their technical issues, O365 software, Work with SCCD creating tickets, Active directory for password resets and Arriba. Provide access to share drive, distribution list, and email issues or software issues on PC. Create an email for onboarded users and public/private ids and added to the active directory for new hires

Covington, Ga

Work in a call center environment, assisting customers with their technical issues that arise with the phone. Network connectivity and in needing to configure access point name settings in a device or connecting via WIFI. Walkthrough how to use the phone and other applications, as well as some port in or out a request to and from the company.

Greater Atlanta Area

Senior Operations SpecialistAccountable for overseeing and completing moderate to highly-complex analytical tasks and activities in support of AT&T product launches; provided client support for new product and device launches early in the product life cycles, and provided on-going advanced technical support over the life of the data/converged data products. Proactively and independently diagnosed and resolved inquiries related to data and converged products. Demonstrated advanced expertise in identifying root causes, resolving immediate service affecting issues, and interfacing directly with customers, vendors, carriers and service providers. Partnered with Tier 3 network organizations to investigate and resolve service problems as appropriate. Coordinated with internal teams and external vendors to collaboratively resolve issues. Conducted product testing and evaluation; provided client experience and feedback; recommended process improvements and provided advance technical support to enterprise accounts. Assisted with product development, service center operations, and client-facing product support. ▪ Served as a new product incubator and advanced data support analyst for AT&T Mobility. ▪ Worked on special projects related to video chats and data speed analyses, microcells, Connect A Car, SharePoint, and others within the organization; working within the Clarify Ticketing System.▪ Performed multiple other routine tasks including resetting passwords, mapping printers, and uninstalling and reinstalling software; remotely updated software and corrected settings when needed on client’s hardware Windows, Apple and Samsung products▪ Routinely recognized for meeting/exceeding departmental/company goals. Completed classes in Agile, Six Sigma, and PMP.

Bachelor Of Science (Bs), Computer/Information Technology Administration And Database Management, 3.5

Concentration in Database Administration and Data Center Operations, enhanced on Networking, and web-base applications.

Associate, Business Management/Admin