Nancy Lor Email & Phone Number

Remote

 Responding to medicals, social services, school, etc., incoming audio and video calls on demand. Interpret conversations between individuals with limited English language skills and representatives from various industries such as Healthcare, Insurance, Financial, School and others.

Remote

 Handling Tier 2/ Supervisor calls from Tier 1 provide best support for Apple customers. Responding to incoming calls supporting hardware, software, applications, iPhone, iPad, Macbook, iMac, apple devices. Troubleshooting using tools: Remote: Safeview and Bomgar, Ticketing: Core,  Other tools: CCMS, Gather, etc.

Troy, Michigan, United States

 Responded to incoming calls from G Suite Ministries Users, ie Doctors, nurse, etc. Troubleshooting and assist with any G Suite issues including Doc, Sheets, Slides, Google Drive, Google Calendar, Gmail, etc. Using Bomgar to remote as needed to assist G Suite Ministries Users.

Detroit, Michigan, United States

 Responded to incoming calls supporting hardware, software, applications, imaging Windows PC and Mac’s  Transfer hardware between buildings and creating tickets using Cherwell Service ticketing system Supported troubleshoot/ break/fix for dell laptops/desktops, printer issues Remote support using Splashtop Business Creating data base form such as Grant/Awards Submissions for Dean Office using Qualtrics

Clinton Township, Michigan, United States

 Responded to incoming calls from Clients / End Users Supported troubleshoot/ break/fix for dell laptops/desktops, printer issues Dispatch tickets using ConnectWise to 2nd Level IT Technicians Reset password as needed via Active Directory

Southfield, Mi

keep recordings from 911, dispatch, radio, VoIP, Channel etc. and hardware related to Equature Server, 25-pin, 60 Block, External Hard Disk Drive, cable to evaluated ease of use and whether product will aid user in performing work Responded, evaluated, and prioritized incoming telephone, voice mail via Jabber, e-mail via Gmail account, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies Logged, tracked, and created cases on calls via NetSuite management database

Warren, Mi

via support using and operating automated call distribution phone software, via remote/Bluetooth connection or over the Internet Wi-fi Interacted with customers to provide and process information in response to inquiries, concerns, and requests about products and services

Detroit, Mi

 Provided help desk / deskside support and resolved end user’s technical issues via email messages as user’s seeking help Installed, tested and configured/reimaged workstations, peripheral equipment and software Documented internal procedures using Help Desk ticket via SharePoint Reset password SEEL employees/user via AD on Server 2012, via Network Solutions for QICNA user

Pontiac, Mi

 Responded to and diagnosed software, hardware, and network problems for Procter & Gamble end-users via telephone, email, chat and remote tools: LogMeInRescue, HP Support Connect or MS Lync 2010 Managed problem recognition through targeted questioning, research, isolation, and use of specifically developed troubleshooting processes or flow diagrams including but not limited to: password resets, password unlock, install and uninstall applications, etc.  Facilitated first-call resolution of applications, products, or services support, as well as troubleshooting techniques

Franklin, Tn

 Received incoming calls from end-users, create incident record or update existing record Responded to Client community via telephone in a timely manner and in accordance to but not limited: password resets, password unlock, etc.  Directed ownership of problem resolution through own skills or by timely escalation Analyzed and resolved the customer’s problem at first contact within set criteria

Troy, Mi

 Responded to Client community via telephone, email, remote tool: GoToAssist in a timely manner and in accordance to but not limited: password resets, password unlock, install and uninstall applications, etc.  Provided accurate and creative solutions to user problems of moderate nature Maintained current and/or updated knowledge of relevant product offerings and support policies  Participated in team projects purposed for enhanced quality or efficiency of Service Desk assistance

Bachelor Of Applied, Information System & Computer Security

Dean's List

Associate Of Applied Science, Network Security

Dean's List