Lee Weber-Fish Email & Phone Number

Chicago, Illinois, United States

● Managed responding to users’ calls, tickets, emails and chats about technical issues, which resulted in an SLA of 80% resolution monthly.● Provided remote troubleshooting, diagnosing, and resolving hardware and software issues● Provided troubleshooting for network issues including Wi-Fi and VPN● Updated end-users with permissions and access control● Created new users accounts for onboarding and disabled accounts for offboarding● Documented troubleshooting steps, solutions and recurring issues for team reference● Tested new functions to software● Conducted one-on-one training sessions to educate users on IT best practices, software usage and troubleshooting tips● Applied de-escalation techniques and maintained positive in end-user support

Saginaw, Michigan, United States

● Managed responding to users’ calls, tickets, emails and chats about technical issues ● Supported end-users with data connectivity and hardware troubleshooting● Managed users accounts, created new accounts, disabled accounts for offboarding● Provided users access to servers and file management software● Applied de-escalation techniques and maintained positive in end-user support

Saginaw, Michigan, United States

● Managed responding to users’ calls and tickets● Managed Level 1 technical troubleshooting with software and hardware ● Supported users with password reset and account customization● Resolved issues for users regarding the application ● Verified users’ identity through ACE and MOUI for HIPPA compliance● Maintained helpdesk and maintenance activities between users calls