Kane Boxell Email and Phone Number

Lead Technical Support Engineer • Delegate tickets daily throughout the team.• Assist the team with any technical troubleshooting issues they may have with end users. • Create knowledge articles that further help the team do there job accurately. • Imagine Desktops, Laptops, and Mini Pcs • Providing escalated support to VIPs• Setup of training rooms, printers, to make sure meetings run as intended. • Assist the team with any personal issues they have. • Notable Projects Include: Imaging 60 pcs and shipping to corporate locations within a week.

• As a representative of technical services of Prime to Prime clients and members, handling 40 or morecalls a day, I provide phone, E-Mail, and ticketing system level basic help desk support for problems andservice requests related to hardware, software, and network connectivity and application support.• Building and maintaining of Cisco IP phones and incoming lines as well as associated Voice Mail boxes.• BYOD transition from BES server and with the Good App and server, XenMobile, and now MicrosoftIntune.• Initiates, escalates and/or resolves tickets and/or service requests through the use of ServiceNowticketing system.• Assists with Chats and Ticketing systems through Agent Workspace.• Accurately and professionally document incidents and procedures, using the appropriate tools andguidelines set up by Prime.• Ensures Prime client and member satisfaction by responding to service requests through approvedchannels to the service desk in a timely, accurate, and professional manner.• Acquires and maintains current knowledge of relevant product/services using the appropriate tools tocommunicate properly with Prime clients and other IT level of support resources.• Provide clear and concise information through written and verbal communications• Daily assisting with Cisco Anyconnect and Global Protect VPNs. Network Troubleshooting with usersdirectly over the phone.• Laptop Imaging, Meraki and Thin client Provisioning learned from spending time with Field ops.• Experience With LAPs, Bomgar, Windows Remote Desktop, Director, Active Directory, LockoutTool, CMD, SAP, SAS, Python, Java, Elevated Access, Privileged AD access, VMWare, ServiceNow,Cisco Anyconnect, Global Protect, All Office 365 Products, Xenmobile, Good mobile, Microsoft Intune,Salesforce, and more user based applications.