Latorie Wallace Email & Phone Number

Washington, Dc, Us

We BAKED (We Bring Awareness & Knowledge Educating Demographics) is a Non-Profit geared towards the education of Cannabis and it's healing properties.

Washington D.C. Metro Area

• Serves as the initial point of contact for help desk support to internal DCPS employees and external customers for the DCPS Student Information System.• Delivers the highest level of customer service to users via telephone, email and in-person.• Logs user inquiries in a ticket tracking system. Daily reviews any open issues or requests from end-users and follow-up accordingly.• Determines nature of obstacles and best DCPS staff to resolve, tracks and follows up until issue is resolved.• Coordinates or implements several small-sized projects, or components of a larger project.• Tracks and reports progress of projects through use of various computer programs and tools.• Interacts with and responds effectively to urgent requests from multiple internal and external DCPS stakeholders.• Supports and carries out the Chancellor’s mission to transform DC Public Schools and close the achievement gap.• Performs other related duties as assigned.• Provide in person training to central office.• Completes testing and user validation of Student Information System• Creates and maintains training resources (manuals, reference guides, webinars) to support ongoing training.• Receiving cross-training in multiple SIS applications in order to provide training to others. • Performing remote assistance to better assist end-users. • Using various programs such as iReport and Notepad++ in order to view and correct SQL errors.

Washington D.C. Metro Area

• Provide escalated 1st Tier help desk support to all customer staff and their representatives• Log all incoming problems and requests and actions taken to resolve them• Troubleshoot and resolve incidents and satisfy requests• Correctly refer unresolved problems to higher level (Tier 3) support work groups• Respond to live call referrals from Tier 1 Agents and provide technical support to Tier 1 Agents• Update the problem record upon problem or request resolution, or escalation. • Diagnose complex technical issues and involve appropriate resources to speed problem resolution• Provide follow-up status to customer end-users in accordance with specified support policies and procedures• Provide in-depth technical analysis of problems• Mentor other members of the support team

Atlanta, Ga

• Supported Non-profit end users• Setup up VTC Equipment for Conferences• Performed setup, relocation, and return of workstations and phones for new and existing users• Prepared and Troubleshot Network and Local Printers • Performed inventory and Windows 7 migration

Washington D.C. Metro Area

• Support 300 + OPIC end users• Provided technical support for PC Hardware and Software issues via telephone, Email, Remote Assistance, and Deskside • Setup up VTC Equipment for Conferences• Perform setup, relocation, and return of workstations and phones for new and exiting users• Use CA Service Desk for running and tracking tickets• Setup/Troubleshoot Network and Local Printers • Add and delete users in Active Directory • Create users on the BES (BlackBerry Enterprise Server)• Re-image workstations and laptops• Assist Users with BlackBerry activation and services• Assist first time Users with their Username and password • Unlock and Reset Users accounts in Active Directory• Assist Users with Citrix/RSA Tokens• Performed other tasks as required• Assist with inventory of CPUs, and BlackBerrys

Education record

Education record