 Provided top tier technical support for escalated issues across all student and faculty users within all program offerings. Gained mastery of all internal customer facing products, audio provider systems, as well as other internal systems such as Salesforce and JIRA, in order to provide white glove support to internal and external users. Worked with other teams within organization to improve processes and generate solutions to problems. Trained and worked with new hires to help them get… Show more  Provided top tier technical support for escalated issues across all student and faculty users within all program offerings. Gained mastery of all internal customer facing products, audio provider systems, as well as other internal systems such as Salesforce and JIRA, in order to provide white glove support to internal and external users. Worked with other teams within organization to improve processes and generate solutions to problems. Trained and worked with new hires to help them get acquiesced to all systems as swiftly as possible. Worked closely with vendors to maintain systems and quickly address issues.Notable Contributions:• Developed many knowledge base articles and created an internal process document to assist Tier 1 staff on triaging incoming issues.• Researched and developed resolutions for several high-profile technical issues that affected large volumes of customer base.• Developed or revamped many processes and procedures to improve efficiency and productivity throughout team, some of these areas include case response and closure times, training procedures, troubleshooting processes, SLA, PTO and Comp Time processes, Quality Assurance, and data tracking and reporting. Developed multiple Salesforce reports to properly track team data, metrics and provided reports to upper management. Consistently recognized for providing top tier support through customer survey reviews and Net Promoter score. Worked alongside other internal teams to complete planned projects and bring new ideas to fruition. Assisted in recruiting, training, and minor managerial tasks for team of 8 for a multi-million dollar Tech Ed company. Researched and provided cost savings in multiple areas such as remote software tools and licensing structures which saved the company thousands of dollars annually. Organized and ran meetings with multiple vendor partners, providing detailed meeting outcome minutes and properly sharing with entire team via dedicated channels. Show less

Worked as a contractor for the DOE Online Learning Center Helpdesk LMS. Engaged in tracking and troubleshooting all Tier 1, 2, and vendor escalated issues, with responsibility for the timely documentation, resolution and closure of trouble tickets. Performed basic managerial tasks as Lead Helpdesk staff member, among 3-person team. Worked with hosting provider weekly to identify and document any issues or improvements to be made to the system. Led a team of up to 3 helpdesk staff members in… Show more Worked as a contractor for the DOE Online Learning Center Helpdesk LMS. Engaged in tracking and troubleshooting all Tier 1, 2, and vendor escalated issues, with responsibility for the timely documentation, resolution and closure of trouble tickets. Performed basic managerial tasks as Lead Helpdesk staff member, among 3-person team. Worked with hosting provider weekly to identify and document any issues or improvements to be made to the system. Led a team of up to 3 helpdesk staff members in supporting over 15,000 Federal employees plus contractors receiving all online based learning and training.Notable Contributions: Researched and developed the knowledge base articles for most issues. Participated on the team that performed configuration/changes/upgrades to LMS system. Devised internal ticket tracking and reporting system for management, without access to a traditional COTS solution, saving the agency over $10K in licensing and cost annually. Created several methods to improve and ease user functionality within system, such as user password recovery methods, FAQs, page layout and design improvements, etc., and implemented these methods with help of hosting and/or web development teams. Exceeded issue-resolution targets and achieved exemplary customer satisfaction reviews. Handled 30-100 technical calls/emails daily and consistently exceeded set service standards. Show less

Handled technical troubleshooting within an enterprise environment, including system refreshes, configurations, software and hardware installations/troubleshooting, performed support via Remote Deployment Console, account and password issues, computer/Blackberry hardware support, and A/V equipment setup and configuration. Engaged and tracked Tier 1 & 2 issues, with responsibility for the timely documentation, escalation (if appropriate), resolution and closure of trouble tickets within Altiris.… Show more Handled technical troubleshooting within an enterprise environment, including system refreshes, configurations, software and hardware installations/troubleshooting, performed support via Remote Deployment Console, account and password issues, computer/Blackberry hardware support, and A/V equipment setup and configuration. Engaged and tracked Tier 1 & 2 issues, with responsibility for the timely documentation, escalation (if appropriate), resolution and closure of trouble tickets within Altiris. Notable Contributions: Exceeded issue-resolution targets and achieved exemplary customer satisfaction scores, consistently scoring between 95%-100% on all calls (outperforming team average of 90%). Handled 20+ technical/mission-critical issues daily and consistently exceeded set service standards. Show less