Assists clients to leverage technology to solve problems by being the SPOC (single point of contact) for all technology related problems, escalating in-resolvable transactions to the next level. Ensures compliance with customers' technical and quality standards and procedures always utilizing exceptional customer service to attain the highest degree of customer satisfaction. • Answers customers inquiries through a variety of mediums including telephone, email, and chat. • Utilizes established knowledge articles, user information, previous tickets, Level 2 associates, co- workers, and widely available information to understand, support, and provide technical support, and resolution to user. • Evaluates and investigates user inquiries regarding computer software or hardware technical support in order to identify steps to provide first call resolution to clients and customers. • Follows established quality processes to provide best in practice first call resolution to clients and customers. • Documents all user contact, including details of issue and all troubleshooting steps taken by using ITSM. • Identifies and reports any issues with provided applications, systems, and software (including ITSM, ACD, and client tools) promptly to team management. • Informs Bell Management of inconsistencies in knowledge documentation or of new processes that need to be updated in knowledge base. • Other duties as assigned.

As an IT Contractor for Loop Recruiting, I provide the highest level of service to all of our customers.

Designed new website after performing needs analysis. Determined the potential to provide targeted information to an under-served market. I developed scripts specifically for the task of replicating each calendar across months and file types. Website allows customers the flexibilty to print directly or to download the product and customize it as needed.