Serve as the primary point of contact for customers, delivering technical assistance across various channels, including walkup support locations, phone, remote connection software, chat, and email.Demonstrated ability to multitask and prioritize reported issues effectively.Provide exceptional customer service, ensuring a high level of user satisfaction through efficient problem resolution.Conduct remote troubleshooting using diagnostic techniques and strategic questioning.Analyze customer-provided issue details to determine the optimal solution.Guide customers through the problem-solving process, offering step-by-step assistance.Escalate unresolved issues to higher-level support personnel when necessary.Deliver accurate and comprehensive information about IT products or services.Maintain meticulous records of events, problems, and their resolutions within internal ticketing systems.Proactively follow up with customers, updating their status and information as needed.Channel customer feedback and suggestions to the appropriate internal team.Possess a solid understanding of end-user network troubleshooting tools and best practices.

Works to achieve operational targets within job area which has some impact on the overall achievement of results for the department.Responsible for making minor changes in systems and processes to solve problems.Identifies, defines and addresses problems that are not immediately evident. Problems are typically within the immediate job area. Problems are typically solved through drawing from prior experiences or standard procedures and analysis.Communicates with contacts typically within the department on matters that involve obtaining or providing information requiring some explanation or interpretation in order to reach agreement.Resolves IT Services problems and answers queries by telephone or self-service ticket in support of internal and/or outside customer computer hardware, software, network, system/application access, and telecommunications systems.Makes assessment of problems and determines if the problem is business process, application or infrastructure related.Diagnoses, identifies, isolates, and analyzes problems utilizing historical database records.Escalates unresolved issues to technical specialists, application, or system support specialists.Maintains and updates records and tracking databases for IT Service incidents.Uses expertise in customer service and technical knowledge to resolve issues surrounding installation, usage, and training on software and/or hardware products.Works closely with management to mitigate recurring problems.Adheres to security procedures, change control guidelines and Sarbanes-Oxley requirements.

IP Telephony Call Processing; Work with and advocated phone systems such as Avaya, Oceania, UAD SIP, and PureCloud. I ensure multiple clients on a multi-floor call center and resolve their issues on a call by call basis. Redesigned a self guided process for migrating mailboxes of the entire team. Successfully Troubleshoot issues with Office 365 and find the various solutions. Assessed and resolved the various issues with Outlook email client while setting up new hire email addresses and Skype for business, using Office 365. For a company merge, accessed Active Directory and email to migrate users from one company to another with a due date for this companies migration project. Ensured I was available to receive and troubleshooting helpdesk issues within a Conserved time limit due to the nature of business and the need for every agent to be ready to take calls. As a team we document the issues that have happened so when the problem arises again we would know the steps taken to resolve the issues and prevent the problem from surfacing again. I provide the helpdesk Level 1 team with help if their ticket queue starts to overflow and need call assistance or become unavailable. I Inspected and resolved any call that needs to be escalated out of the level 1 team or if the agent needs on-site support assistance, With the timely response for issues reported by corporate office personnel and the executive teams. Performs preventative maintenance in accordance with departmental policies, such as between PCI and non-PCI call floors. Assist with IT Operations staff to regulate network and server infrastructure. Ability to communicate effectively both orally and in writing. Ability to operate in Active Directory and handle Tier 1 tasks such as new user creation, password resets and other various tasks.Perform new computer deployments along with agent equipment moves to ensure everyone was able to do their job effectively.

Educated and explained the differences to the internal user between Windows 7 and Windows 10 and used self assembled guides to email the end user to have a better understanding of how to get around. I analyzed the problem the user was having over the phone to help guide the user through the process of connecting back to the Wells Fargo network in different scenarios such as not being able to log into the computer, not being able to get any internet connection, or having VPN issues. Coached team members through problems with printers over the phone as effectively as possible if there was a simple hardware problem, also remoted in to install the correct driver for the printer in question, and if needed added network or hardware printers for the team member. I earned a good word email sent to the whole team from my manager for my minimized resolution times, maximum performance and customer service skills while helping with complex technical problems. Educated internal users on how to navigate around the new Windows 10 Operating system and ensured applications were installed that are required. Properly categorized and organized tickets made for every call received and ensured the the ticket was well documented and fully complete before closing the ticket. Understanding and minimizing the risk factors of having elevated credentials to ensure the network is not compromised. Unlock users accounts that have been locked and educated best password practices to the end user. Identified protocol on each individual and gathered the information needed to escalate the reported issue to a field team member if needed. Agile because roles change quickly in the banking environment as needed to help other teams complete their desired goal. Organized a current list of system wide outages incase a team member happens to be part of the outage to better assist the end user and answer any questions that they had about the outage.