Mitzi Walker Email & Phone Number

Provide Senior Support to the Global Service Desk Analysts and Team Leaders through taking calls and handling the resulting incidents or Services Requests, using the incident management and request fulfillment processes, in line with Service Desk objectives.Accountable for ensuring the Monitoring process is adhered to and collaborating with resolver groups to ensure the best possible outcome.Ensure that alerts are managed and resolved by Service Desk or appropriate Resolver Groups within the allowed Service Level Agreement.Follow the global process for Monitoring (Network, Infrastructure, Application, and Security Alerts), resolve in-scope alerts, and triage out-of-scope alerts to the appropriate resolver groups.Act as a single point of contact for users regarding IT issues, escalating tickets and tasks to appropriate resolver groups where necessary.Escalation of breached calls and high priority incidentsProvide support and development to the Service Desk AnalystsSupport Team Leaders and Managers across the global Service Desk to ensure the highest quality of service.Handles break/fix, configuration issues, troubleshooting, software installations, and coordinating with L3 vendors/support groups.Use SOP/KB articles for resolution where available and use their technical skills to troubleshoot and resolve the issueRespond, investigate, and resolve incidents related to desktop and mobile device operating system environment such as:Microsoft Teams / 0365 Admin/ MFA/ Intune / related Issues

Houston, Texas Area

Provide quality customer service and schedule appointments to drivers who were in recent vehicle collisions.

Direct and screen incoming calls to correct departments withing company to maximize efficiency and company profit. Online chatting to create potential customers. Create reports for company that measured number of calls that were created into a sale.

Bachelor’S Degree, Management Information Systems, General

Education record