• Actively monitor phone queues and service portals. Keep agents aware of inbound calls, calls waiting, abandonment rate, unassigned tickets, etc.• Ensuring agents understand and comply with all service center objectives, performance standards, and policies.• Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary.• Conduct continuous training/mentoring sessions for agents according to the Service Center schedule.• Handles Tier 1/2 support and any escalations of client technical support issues.• Working with other supervisors and management team members to support agents and maximize customer satisfaction by identifying operational issues and suggesting possible improvements.• Maintaining documentation pertaining to customer service department activities.• Prepares regularly scheduled reports for both internal management and external client needs as well as any ad hoc reports that are requested by management, business groups or clients Performing additional duties where needed.

• Provide Tier 1 and Tier 2 support to different clients of managed services via phone and email• Perform basic Active Directory tasks including user setup, password resets, adding or removing users from groups etc.• Troubleshoot issues related to network connectivity, Office 365, G suite, VPN, Printers and other software and applications• Monitor and utilize several ticketing systems to work on tickets• Document technical knowledge in the form of notes and manuals• Utilize several remote access tools e.g. Bomgar, TeamViewer and Kaseya to provide support to end-user systems

• Provided technical support by answering inbound customer calls in a call center environment.• Diagnosed & resolved technical issues for the company’s voice, data, & cable services and equipment• Utilized a custom ticketing system to gather end user information and scheduled service appointments when necessary. • Escalated issues where required to senior managers and team leaders

• Provided Tier 1 support to end-users via phone and email.• Supported Windows 7 and XP desktops as well as Microsoft Office for approximately 100 users.• Utilized basic Active Directory access to add and archive user accounts, reset passwords, and adds new machines to the domain. • Utilized Remedy ticketing system to document user issues and escalated higher level issues to other teams.• Performed physical set up of desktop hardware and software. Utilized Ghost to image some machines and installed Windows from scratch for most PCs.

I used to provide Tier 1 support to resolve user concerns with specific applications including Windows Vista, Windows XP, Microsoft Office and numerous industry specific applications