Melissa Sivley Email and Phone Number

Desktop support role along with Network Support Element

Repair and maintain Desktops, Laptops, and Printers. Load Software and hardware updates or replacement parts. Image and re-image devices. Assist with application troubleshooting.

Deploy Laptops, install software, re-image devices and assist with basic help desk troubleshooting

Desktop Support Technician/ Help Desk Services for Xerox for TXTAG

Desktop Support for Austin Energy

Mentor and training new Agents, by helping encourage and empower agents to be successful and share product knowledge.Showing where procedures for a given issues are located, providing troubleshooting tips for common issues Give guidance in difficult customer situations.Access and utilize tools such as Oracle AKT, Lotus Notes, Share Point, RSA Security, Remedy Ticketing Tool.Application Installation and Provisioning, Cisco Telepresence, WebEx E-meeting and such applications for Applied Employees.Troubleshoot issues of common business applications such as Outlook and other Microsoft Office Products, Lotus Notes, RSA Secure ID tokens, WebEx tools, Cisco IP Communicator, Remote Access issues and other level 1 support issues.Update Templates and Knowledge Bases for Agent use on troubleshooting steps and processes.

Mentor Tier One Agents, by helping encourage and empower agents to be successful, by showing where procedures for a given issue are located, providing troubleshooting tips for some issues, and guidance in difficult customer situations.Access and utilize tools such as CAP, Right Now, and MSSolve Ticketing Software, Project Studio, SMTP Server Log Searches, Dig sessions and further Telnet and PowerShell command prompt based trouble shooting.Keep and maintain alert postings customer facing and non-customer facing.Update Templates for Agent use on troubleshooting steps and processes.Troubleshoot client issues over the phone and by email communications to resolve client issues.Inbound and outbound calls meeting client requested follow up time agreements.Assess customers’ needs and expectations.

I accessed and utilized several document creation tools such as Excel, Word, PowerPoint, Publisher, Adobe Illustrator, Adobe Photo Shop, and more for project creation.Assess customers’ needs and expectations.I produced quality check copies for approval before running full orders.Produced orders, printing, cutting, folding, lamination, padding, scoring, mounting and more.Assisted clients in self-serve areas of the store such as faxing, printing, internet access and more.Helped clients in the shipping area such as filling out shipping labels, packing, and shipping of deliverables.

Run switchboard for events such as ball games, and remotes.Produce, cut, and edit commercials and news broadcasts.Preform live on air show in the morning.Assist customers with producing commercials.Give on air announcements and giveaway’s for promotional events.Upload, and Edit musical selections.Enter data for commercial feeds to ensure the time slots are in accurate order.

First started as Cashier my duties were to handle the register, manage money, and encourage sales.I moved to Customer Service Desk were I processed customer returns, and handled difficult customer situations.I worked briefly in women’s apparel were I assisted with displays, sorting and organizing the merchandise for easy accessibility to our customers.My last position I managed the cashiers on shift.I ensured cashiers were preforming under the store policy’s, ensured that the took appropriate breaks and lunches on their scheduled times, I ensured the appropriate amount of changes was kept in their registers, in times of high traffic I assisted with running of registers to keep the lanes from backing up.I reviewed cash in registers were counted and held the appropriate change at the end of cashiers shifts.

First started as Cashier my duties were to handle the register, manage money, and encourage sales.I also handled the Customer Service Desk were I processed customer returns, and handled difficult customer situations.I placed special orders for customers if the product was not available in our store.Maintained a clean and presentable store front to ensure customers abilities to locate products effectively.I assisted with displays in the stores to draw further traffic.

Access and utilize tools for Ticketing Software.Use troubleshooting steps and processes for clients network connection issues.Troubleshoot client issues over the phone.Handle high volumes of inbound calls.Assess customers’ needs and expectations.