Operational over site of:Prima Harper LL. and Sub-companiesBartender to the Stars Inspired SettingsImagine That MediaYour Jazz Lifestyle

Sr. Technical Support Representative - - Highly skilled and proficient in troubleshooting, analysis and facilitating the resolution of individual user and systemic IT issues. Utilized industry standard ITIL protocols of Service Desk, Incident Management and Problem Management to effectively report, mitigate or resolve issues related to desktop, application, server, database or networks for Ceridian's distributed workforce, in the US, Canada, UK, Mauritius. India and Philippines.Routinely provided detailed documentation of issues, updates and the resolution thereof, contributing to team Knowledge Bases and situational awareness. Identified, documented and escalated High Impact and Critical Impact incidents to the appropriate business areas for resolution and communicated the same to the appropriate client stake holders as required.Assisted end users with implementing new procedures, software installation and advised on best practices and workarounds, when needed. Received consistently high customer satisfaction ratings.