Tier Ii Technical Engineer
Abacusnext
San Diego, California, United States
Provided technical support: Assisted both internal and end users with technical issues related to virtual machines (VMs), software, and network problems. Resolving escalated tickets, Onboarding new clients, These tickets encompassed various issues related to VMs, Microsoft Windows Servers (2008-2018), Microsoft Office 365, Active Directory, and Terminal Works. Documentation and ticket management were done using Salesforce, NetSuite, and Zendesk.Processed data migrations and server deployment: Executed data migrations and deployment of new servers, ensuring smooth transitions and effective utilization of resources.Trained new associates: Conducted training sessions for new associates, providing them with insights into the services offered, current software and new releases, as well as policies and procedures.Took ownership of the Service Desk: Assumed responsibility for the Service Desk (CRM) while triaging and maintaining support ticket management. Ensured that customer Service Level Agreements (SLAs) were achieved and adhered to.