Executed daily work assignments efficiently so that they meet installations and service standards.Managed technology hardware inventory to ensure all materials needed are available each dayReported all work completion status and/or escalate to appropriate team for SLA adherence.Configured and managed of a technologies(such as servers, networks, storage, applications, and PCs

Connected with customers to help resolve and find solutions to the issues of a technical nature.Collected information, investigated issues and diagnosed the cause and provided solutions to the customer.Researched and resolved issues within the scope of level 1 responsibility Maintained in-depth knowledge of Dell products and Dell Prosuppourt servicesResponds to requests and calls from customers related to Dell applications or hardware Attempts to resolve issues and deescalate issues of irate or dissatisfied clientsEscalates calls to supervisor when necessary and appropriateProvided feedback reports on call issues related to downtime and/or training issuesWorked With Active directory, Windows 10 Operating Systems and Microsoft Office and PowerShell during performance of duties. Performed Computer Troubleshooting Such as BSODs, password reset, if at all possible, Bios Updates, and OS reinstalls If warranted. Followed and Resolved Tickets Through Salesforces Systems

Assisted new employees with their very first client interactions as well as teaching company procedures, critical thinking skills and how to work on technical issues.Created SMART goals for the new hires/learners aiming for success in there rolesManaged agents with learning different learning styles and providing goals for new hires and developmental training.Assisted with external/internal users of the client's technical products or services; identify, investigate, research and provide resolution to user questions and problemsTroubleshooted basic to complex customer issues that are including hardware, software, networking, and other Apple products.Schedulded meetings with trainees to make sure they following appropriate escalation path to resolve technical issues; including making follow up outbound calls to customers or other parties as needed.Solved problems that are generally unstructured and require extensive use of conceptual thinking skills up to working with engineers to fix issues through system updates.Listened attentively to customer escalations while also documenting concerns they may have Created Plan of action for each agent escalation and coached via listening to calls and notes on how to improve.Participated in activities designed to improve customer satisfaction and business performanceTook incoming calls as overflow during peak times.

• Filing property forms and querying computer for releasable evidence to clients and• Assisting Agency personnel with inquires and answering phones and directing calls to appropriate personnel.• Responsible for setting up appointments with Microsoft Office And setting up evidence viewing