Mitchell Conant Email & Phone Number

Oklahoma City, Oklahoma, United States

• Communicated with customers through phone, email, and chat messaging ( Microsoft Teams). • Diagnosed hardware, software, and network issues for laptops, desktops, and a variety of printers and scanners. • Recorded customer issues, contact information, communications, work performed, and solutions in Remedy and ServiceNow ticketing system. • Managed customer active directory accounts through NetIQ Directory and Resource Administrator (DRA). • Enrolled, reset passwords for, and deleted government-issued mobile devices through Microsoft Intune Mobile Device Management. • Supported Microsoft and government-deployed applications, and the deployment of new IT-related applications and processes. • Collaborated with fellow technicians in local and nationwide offices to best determine solutions for customer's needs. • Handled and prioritized VIP requests and issues efficiently, always ensuring satisfaction through a friendly and professional attitude.

Moore, Oklahoma, United States

• Responsible for monitoring case load and assigning tickets to the appropriate team member, making sure that cases were worked in a timely manner. • Participated in QA testing of client-side software releases. Reviewed all cases that were supposedly closed during the patch period to ensure reduce post patch support and ensure customer satisfaction. • Responsible for working with customer to gather information and creating cases to provide documentation to the development team that ensured that customer requirements were met. • Analyzed customer requirements and building test cases around customer workflow and needs, and testing those workflows prior to software release. • Investigated software issues and directed customers to the proper support level and groups. • Escalated opportunities to Sales team. • Acted as Team Lead during support ticket review meetings to remove potential risks and pitfalls to customer and/or team resources. • Gap Analysis of support and case management processes to close cracks in the processes within the support department workflows. • Designed appropriate training articles and videos as required for customer and internal support use

Oklahoma City, Oklahoma, United States

• Diagnosed hardware and software issues on customer desktops and laptops. • Maintained records of actions taken to resolve computer issues for follow-up. • Assembled desktop computers from individual parts. • Installed and configured operating systems and essential applications for constructed and repaired computers.

• Corrected student assignments and made notes on work that needed to be redone.• Checked for new student enrollments each week and prepared paperwork and textbooks for orientation.• Kept track of student attendance and contacted students who failed to attend classes after a period of time. Also informed students of approaching deadlines.• Kept inventory of textbook and paperwork stock and submitted order forms for new copies when low.

I processed customer purchese while helping them with any questions or complaints they had. I also assisted disabled or handicapped customers with bringing groceries to their vehicles.I managed the customer service counter while regular customer service managers were preoccupied, further assisting customers with returns or processing money orders or similar transactions.Lastly I handled minor custodian duties whenver a spill or similar mishap occured.

Associate'S In Networking Technologies

Associate'S In Computer Aided Design | Game Design Emphasis, Cad/Cadd Drafting And/Or Design Technology/Technician