Lori Grady Email & Phone Number

Austin, Tx, Us

Austin, Texas, United States

United States

Enthusiastic professional helpdesk technician currently conducting unlimited technical remote support as well as onsite support in a 400+ user environment. Serve as the first point of contact for users requesting technical assistance by phone or using Web based ticketing systemProvide technical support to include domain password administration and access support for Active Directory, printer support, VPN/Network connectivity, mobile phone Exchange/IMap mail setup, Exchange mail administration, M365 administration, domain account creation and group permissions Responsible for installing, configuring and supporting various business desktop applications and hardware on user computer equipment Support various business services on user computer equipmentEnsuring systems are compliant with per customer organizational guidelinesActively documented clients' business software installation process, equipment build process and solutionsNotifying customer of issue status and follow-up to ensure resolutionParticipate and contribute with team members for continuous best service improvement

Austin, Texas Area

Providing skilled 1st line technical support while answering desktop support queries via phone and email. Provide high levels of support to internal and external customers on all aspects relating to the Insights Product range. Accountable for first line and 2nd line support to local IT users using superior customer service skills, taking ownership and contribute to the overall team goals and objectives. Offer and manage professional technical support with effective communication and knowledge to support software and hardware systems.

Austin, Texas Area

Research and provide effective and consistent technical support to educators with the company's technology based interactive educational software and hardware products.Offer professional customer service by resolving reported technical issues in a timely and efficient manner.Managed all technical support inquiries via email, web inquiries and by phone. Assist technology services with publishing and maintenance of their technical support knowledge base within Salesforce.com (CRM) database. Provide technical or any other assistance to internal staff.Responsible for assigning Technology Services and Professional Development work order requests to the Manager of Technology Services and PD Professionals out in the field.Created and maintained our Field Service Schedule and P&L Statement tool for the Technology Services Department ensuring that the department can track its revenue targets.

Austin, Texas Area

Served as the lead contact for resolution of company’s VoIP web-based software and related hardware questions or problems. Provided Level I & II support, delivering timely and thorough resolution to customer problems. Monitored service affecting alarms and worked closely with engineering proactively escalating and resolving customer trouble related problems. Designed and implemented customized composite IP PBX system configurations, hardware plug and play functions and add-on features to meet customer’s operation requirements. Provisioned, ordered and coordinated telecom and broadband requirements between the customer and various Voxpath service partners.Conducted classroom style and/or online system and product training to internal employees and new customers while providing on-going user training on the telephone system to increase customer retention. Assisted sales and performed product demonstrations to potential customers and at the same time answering system questions

Austin, Texas Area

Responsibilities included maintaining a high level of confidentiality, professionalism and overall administrative support to the offices of the CFO/CEO. Maintained CFO/CEO calendar, advised others administrative scheduling, organized and prepared travel and expense reimbursement. Maintained insurance policies for property, owners and directors.Responsible for monitoring the administration and expenses of various company functions. Acted as point of contact to the offices of the founder, CFO and CEO. Organized and complied company financial board packets and coordinate meetings with the board of directors.Perform reception duties.Maintain cleanliness and daily distribution of mail.

Associate Of Arts (Aa), Information Technology

Paralegal