Nathan G. Email and Phone Number

• Achieved highest SLA scores consistently since hired for First CallResolution, Resolution Time, Satisfaction Ratings, and most tickets resolved• Developed, reviewed, and managed knowledge base documents forover 40 active companies• Solved escalated tickets from Tier I within ConnectWise ticketing systemwhile providing support via phone and chat simultaneously• Rebuilt SharePoint sites with Teams included for a company of 200• Worked with applications such as Microsoft 365 Admin, GoogleWorkspace Admin, Azure Portal (Azure AD), Citrix, Adobe, Networking(FortiClient, SonicWALL, Cisco), QuickBooks, Mimecast, MultifactorAuthentication (Duo, Microsoft, LastPass), VEEAM, Azure VM, VMWare,FXLogix, Virtual Hard Disk, Intergy

-Create, manage, and remove devices/accounts with Active Directory, Microsoft Endpoint, SharePoint, Azure AD, Exchange, Hybrid, Verizon, Apple Business Management Portal, EvolveIP, PaperCut, CaseLogic, Nitro, Uber, Global Protect VPN, Greenway, CaseLogic-First point of contact for flagged emails secure email system: Mimecast; blocking senders, scanning files, maintenance, and managing external contacts-Answer, manage, and resolve tickets within Zendesk for all incoming requests for support and equipment within SLA, troubleshooting remotely and in-person-Contribute to the development and maintenance of documentation for knowledge articles and procedures that relate to help desk functions-Direct equipment and software repairs, orders, replacements, etc. with vendors as needed; Manage equipment using AssetPanda -Image and deploy laptops (using AutoPilot) and other equipment for new staff

Recognized for First Call Resolution and Customer Satisfaction RatingsExcelled in ability to handle heavy call volume Managed, transferred, and resolved tickets through ServiceNow Performed troubleshooting for various applications including Active Directory, Microsoft Office, Mobile (Microsoft Intune, MobileIron, IOS, and Android), Cisco AnyConnect, VPNAssist with password reset, lockouts, and access issues for applications including mainframesPerformed command line scripts to repair applications and Windows processes, Group Policy

Utilized multiple programs for customer data, vehicle tracking, and loan informationAnswered calls for payments, concern/questions, and loan applicationsResolved technical issues for Windows Operating System for office

Provide superior concierge service while checking in/out guest, managing reservations and providing local leisure attractionsRecognized for ability to handle and resolve confrontational guest situationsEarned several positive reviews on both internal and online review platforms for great customer service, attitude, and efficiencyCoordinate shuttle service for guestsEnsured guest satisfaction by offering all of the hotel's amenities, handling complaints successfully, and providing quick resolutionsTrain new employees to uphold the brand's quality of service and security

Assists front office with scheduling, payments, fax, appointment reminders and other tasks as neededFacilitate medical procedures by preparation, disinfecting, and recordingManage, create, and discharge patient charts dailyEnforce cancellation policy and collect payment in accordance with company standardsHelp patients with contract paperworkTranscribe and secure recorded reports

Flier distribution of local eventsNetworking of locals and touristsGuest list submissionSocial media marketing Ticket Sales

• Perform all aspects of colleague and training functions including Shuttle Drivers• Provide service recovery with guest issues/complains and proper billing correction or compensation• Monitor, respond, and accommodate guests through survey websites• Order items and process invoices for Front Desk • Create schedule for Front Desk staff based on occupancy • Coordinate groups and conventions • Maintain hotel’s high standard service and hospitality

• Awarded Associate of the Month (February) and Employee of the 1st Quarter of 2018• Lead and worked alongside a team of 10 Front Desk Agents both PM and Night Audit Shift• Created a PowerPoint presentation to help Night Audit training with company policies and procedures• Improved overall SALT scores by 5% by coaching and mentoring team through constructive feedback, with a positive attitude • Resolved guest concerns, issues, and complaints in compliance with company policy and procedures• Posted, adjusted, and reviewed all transactions for the hotel • Performed Daily Flash Report and reconciled taxes daily• Realized perfect sell-outs using sell out strategies• Provided superior concierge service while checking in/out guest, accepting reservations and providing local leisure attractions

Answer phone, take ordersDeal with customer complaintsTraining, firingStock itemsMediate between back and front houseStep in for missing employees (bussing, serving, bartender)CashierCheck out tips/employeesPack food items to go

Stock and zone shelvesAssist customersCashierPromoted to electronicsInventory/log high ticket itemsAnswer questions about products and sell