• Respond to issues through email, live chat, telephone and in-person and acted as single point of contact for customers from first contact through to resolution of their issue• Collaborate with teams globally (i.e., helpdesk, infrastructure or development) to resolve problems in an efficient and timely manner and ensure consistent service• Conduct investigations/research, collect additional information and accurately document issues for seamless escalation within and between teams•… Show more • Respond to issues through email, live chat, telephone and in-person and acted as single point of contact for customers from first contact through to resolution of their issue• Collaborate with teams globally (i.e., helpdesk, infrastructure or development) to resolve problems in an efficient and timely manner and ensure consistent service• Conduct investigations/research, collect additional information and accurately document issues for seamless escalation within and between teams• Communicate trends to leadership to aid in system development and suggested innovative solutions to improve customer experience• Write product support articles and document FAQs• Participate in daily stand ups and assist with testing to identify problem areas Show less

• Resolved complex incidents associated with firm standard end user software and hardware, including mobile/hand-held technologies. Identify sources and trends of technical incidents to prevent future occurrences. • Coordinated with vendors and 3rd party suppliers to facilitate hardware and software implementations• Performed asset management activities (procurement, receipt, inventory, tracking, distribution) in accordance with firm policy and IT Service process• Operated as… Show more • Resolved complex incidents associated with firm standard end user software and hardware, including mobile/hand-held technologies. Identify sources and trends of technical incidents to prevent future occurrences. • Coordinated with vendors and 3rd party suppliers to facilitate hardware and software implementations• Performed asset management activities (procurement, receipt, inventory, tracking, distribution) in accordance with firm policy and IT Service process• Operated as “remote hands” for other IT functions, such as Telecommunications, Networking and Cyber Security• Anticipated technology support issues, and acted creatively to implement technical and business solutions to complex end user technology needs and issues• Worked independently on small projects and assessed the special needs of local area offices and engagements, and responds appropriately• Documented and tracked the status of inquiries, coordinated incident response, and conducted follow ups to ensure end user satisfaction• Provided consultative solutions to end users working onsite and remote locations• Managed team of lower-level technicians and interns and provided guidance towards their development Show less