Experienced and knowledgeable information technology professional with 5+ years’ experience seeks to contribute her training and acquired skills within a Tier-1 technical support and/or help desk role.Coordinated with Level 1 technical support specialists to take over calls outside their level of support.Assisted customers with more difficult technical issues requiring a greater level of personalized care and in greater length.Escalated support desk tickets to Level 3 in the most crucial circumstances and after considerable time had been spent on a single ticket.Onboarded and trained all incoming junior tech support specialists.