Katherine Bishop Email & Phone Number

Round Lake, Il, Us

Lincolnshire

• Led new phone system project including implementing UCaaS system across four countries, collaborating with multiple vendors, evaluating testing of the new system, managing implementation tasks, and answering all questions regarding the new system. • Led new help desk system project including independently planning the project, deploying the new system, testing the solution holistically, developing end user training, and maintaining the instance following conclusion of… Show more • Led new phone system project including implementing UCaaS system across four countries, collaborating with multiple vendors, evaluating testing of the new system, managing implementation tasks, and answering all questions regarding the new system. • Led new help desk system project including independently planning the project, deploying the new system, testing the solution holistically, developing end user training, and maintaining the instance following conclusion of project.• Managed software deployment tool across global infrastructure to increase team productivity and automate repetitive tasks such as installs/uninstalls, computer builds, and updates/upgrades.• Assisted in various network tasks such as deploying switches to seven network cabinets, tracing network cables, and providing port information for configuration.• Maintained various licenses on multiple platforms for company-owned software.• Resolved 1500 tickets in 2021; resolved 640 tickets in 2022. • Participated in an on-call rotation to provide 24/7 production support. Show less

Lincolnshire, Illinois, United States

• Exercised independent judgement and decision-making to ensure problem ownership and resolution to promote end-user satisfaction while ensuring effective and timely resolution.• Troubleshooting hardware and software problems for desktops, laptops, printers, hand-held devices, VOIP phones, wireless networking, and LAN connectivity.• Lead support for Cisco Unified Communications Manager.• Demonstrated ability to interpret and document an extensive variety of business and technical… Show more • Exercised independent judgement and decision-making to ensure problem ownership and resolution to promote end-user satisfaction while ensuring effective and timely resolution.• Troubleshooting hardware and software problems for desktops, laptops, printers, hand-held devices, VOIP phones, wireless networking, and LAN connectivity.• Lead support for Cisco Unified Communications Manager.• Demonstrated ability to interpret and document an extensive variety of business and technical processes.• Created and ensured that all work instructions and process documentation is maintained and kept up to date. Show less

Pleasant Prairie, Wi

• Configured, deployed, and supported workstations per company policy.• Diagnosed and resolved hardware/software issues.• Created documentation and followed-up on repairs for open issues.• Researched system solutions for company functions. • Improved and maintained network environment and inventory records.• Assisted in documentation of departmental procedures.

Franklin, Wi

• Provided daily technical support for system maintenance, network connectivity, email, and peripheral equipment at various levels of expertise and responsibility.• Successfully managed a demanding workload in responding to telephone calls.• Provided appropriate personnel a precise understanding of the user’s issues when the problem needed to be escalated.• Used the ticket database to open and track tickets. Resolved problems at the 1st level 80% of the time.• Focused on the… Show more • Provided daily technical support for system maintenance, network connectivity, email, and peripheral equipment at various levels of expertise and responsibility.• Successfully managed a demanding workload in responding to telephone calls.• Provided appropriate personnel a precise understanding of the user’s issues when the problem needed to be escalated.• Used the ticket database to open and track tickets. Resolved problems at the 1st level 80% of the time.• Focused on the support of Windows 10 installation and configuration including, but not limited to, printers, drivers, multiple displays, and setting up menus Show less

Libertyville, Il

PC, application, and network requests for assistance, training, and troubleshooting.Level 1 (initial and immediate) repairs to physical equipment, operating systems, and configurations that can be immediately addressed.