Troubleshooting and root cause analysis for technical issues involving hardware, software, or network connectivity, implementing effective solutions to proactively maximize uptime.Providing escalated support for incident and response tickets within service now to facilitate quick and accurate client resolutions. Maintaining SLAs, and positively impacting customer satisfaction.Creating IT documentation, such as KBs, and Standard Operating procedures. To aide in cohesion and uniformed response throughout the department.

- Coached agents on finding relevant resources, positively positioning conclusions, resulting in increased agent confidence and familiarity with tools.- Resolved escalated customer interactions, through employing active listening and implementing innovative solutions, tailored to each customer.

- Assisted in completing multiple time-sensitive processes and partnering with OPS to address agents in non-productive states.- Utilized strong detail and exemplary time management skills to positively impact service levels and successfully lessen shrink.