Hunter Dise Email & Phone Number

Harrogate, Gb

United Kingdom

Provided excellent customer service to end users of Endpoint IRT systems; triaged and respond to incoming queries (phone/email), ensuring that all requests are addressed in an appropriate timeframe.Supported troubleshooting of technical and non-technical issues using documentation, system configurations, and other resources.Made modifications and executed SQL Data Scripts for viewing project data and system configuration.Verified data changes by using SQL scripts to ensure database updates are made in the spirit of the original request.Provided guidance and mentored associate PSAs.

Maryland, United States

Analyzed information and requirements, received through collaboration with internal and external customers, to deliver functional requirements, use cases, and user interface design.Critically evaluated information gathered from multiple sources, reconciled conflicts, decomposed high-level information into details, and distinguished user requests from underlying true needs.Collaborated with developers and subject matter experts to analyze tradeoffs between usability and performance needs.Liaison between business units, development team, support teams, and business partners/ vendors.

Supported internal business users and customers providing Tier 3 level support using Zendesk ticketing tool.Conducted quality assurance and stress testing prior to and after implementation of software fixes, patches, and revisions for applications.Formalized and managed documentation and requirements for business user feature requests, system bugs, and defects.

Columbia, Maryland

Developed Knowledge Base Articles (KBA) for training new help desk support team members.Supported customers in real time or near real time via phone/email providing Tier 1/2 help desk support, utilizing ServiceNow ticketing tool.Wrote and revised scripts to formalize and document procedures for help desk support team.

Linthicum Heights, Maryland

Entered software models and entitlements in to ServiceNow.Performed contract reviews by identifying specific terms and conditions that could potentially impact licensing agreements with other vendors.Reconciled and analyzed results in Service Now to confirm whether anything is over or under deployed and prepared summary of the findings for peer review.