Michael Fulghum Email & Phone Number

Rtp

Raleigh Nc

Provided software technical support to internal customers via phone, chat, email and ticketing tool for a two month contact position. Performed troubleshooting and resolving issues with a variety of enterprise software. Documented tickets and escalate as necessary to various higher level teams. Reset AD passwords via Adaxes, recovered MacAfee encryption log ins, and unlocked accounts in both Adaxes and RSA. Installed software remotely Performed troubleshooting via GoToAssist, Configuration Manager Remote Control, Citrix Director and Skype screen share.

Apex Nc

Provided software technical support to customers via phone or email. Performed quality assurance testing for pre-release software. Performed troubleshooting and resolving issues with proprietary engineering-related software. Document tickets and escalate as necessary to the development team. Contribute knowledge base articles and videos to assist customers in understanding the software. Assist customer IT in correcting network issues. Set up customer accounts and reset passwords for company's website. Train new Customer Support Associates

Raleigh-Durham, North Carolina Area

Delivered technical support to external customers. Opened, documented, and closed trouble tickets as reported into the Call Center Help Desk.* Developed, cultivated, and maintained excellent customer relations that resulted in consistent delivery of high quality customer service.* Performed initial troubleshooting to determine nature of issue and identify next steps* Escalated tickets where necessary to the appropriate support level (internal or outside vendor)* Opened and managed trouble bridges (conference bridges) as necessary to troubleshoot and resolve higher visibility issues (typically SEV 1 and SEV 2 issues)* Contributed processes and procedures to the Help Desk Knowledge Base (Kbase) that maximized Help Desk efficiencies and improved customer service.* Ran reports as necessary to support daily activities

Raleigh-Durham, North Carolina Area

Accountable for the delivery of technical support to external customers.* Provided level 1 technical support by phone or e-mail to external customers and clients for proprietary Smart Grid applications* Provisioned new Smart Grid Home Area Networks

Raleigh-Durham, North Carolina Area

Performed user testing on software to provide an excellent customer experience. Troubleshot and resolved technical issues in a timely manner.* Evaluated business processes, converting business requirements to functional requirements* Provided level 1 and level 2 technical support training to call center personnel* Ensured standards of quality - measured in terms of reliability, scalability, and ease of use while providing manual and automated integration testing* Wrote test cases and recorded and tracked software and hardware issues* Provided level 1 and level 2 technical support for both web-based Software as a service and computer software by phone or e-mail to external customers and clients for proprietary small business-related computer and web-based software including Accounting, Human Resource, and Sales Force Automation/Customer Relations Management applications* Performed minor maintenance on office equipment* Provided level 1 technical support by phone or e-mail to external customers and clients for proprietary small business-related computer and web-based Software as a Service software including Accounting, Human Resource, and Sales Force Automation/Customer Relations Management applications* Handled Windows configuration issues and tracked problem trends and trouble tickets* Escalated problems as needed while providing user feedback to developers