Jesse Ochoa Email & Phone Number

San Diego, California, United States

• Receive tickets from the NOC Tier I teams, other Tier II groups, and/or ticketing system and drive restoration• Provide second tier, high-level technical support to field operations personnel through a working knowledge and broad background in core technologies• Manage internal phone queues to assist with live troubleshooting in accordance with defined service level agreements• Track, redirect, and escalate the workflow of incidents to subsequent support levels as needed to restore/repair incidents• Provide advanced education services to clients as needed• Meet assigned goals for calls answered, call length, call quality, resolution time, service level agreements, and utilization• Identify escalations and involve management as needed• Maintain communication between different technical departments and clients on open service tickets; document communications in ticketing system• Maintain tickets by assigned status; updates/follow-up within specified SLA urgency• Develop an on-going customer relationship, resulting in future loyalty• Resolve incidents within defined time period, and escalate unresolved incidents to appropriate fix agents• Motivate and inspire other employees to follow up and complete cases, services calls, outbound calls, and the tracking of open issues

Greater San Diego Area

• Provide client support and technical issue resolution via ticketing system, e-mail, and phone for the Virtual Server Environment.• Follow standard ADS Support procedures; accurately log tickets using approved tracking software and methods.• Communicate regularly with other team members about technology issues affecting systems operations and client workflow/production.• Configuration and troubleshooting of client’s equipment to connect via Internet/Remote Services• Configure and troubleshoot hosted applications• Provide training to clients in the use of system and applications and best practice workflows.• Provide creation of new accounts using provided software tools

Alpine, California

• Troubleshoot and solves problems relating to system hardware, operating system and end-user issues on a wide variety of specialized systems.• Perform software troubleshooting, configuration and installation for end-user applications.• Resolve most Windows administrative tasks, including, but not limited to, the following functions: user creation/deletion, printer and printer queue creation/deletion, and workstations addition/deletion.• Deploy all computer related hardware/software for all upcoming events.• Instruct end-users in use of IT equipment, and software.• Document all activities in an issue tracking system and keeps issues current until they are closed.

Alpine, Ca

•Works closely with supervisor/manager to meet the needs of internal and external guests.•Assists with training team members on departmental policies and procedures and documents the training•Proactively seek guest interaction and provide personalized attention with a variety of services the casino has to offer•Stay abreast and knowledgeable of all slot machines games•Identify and actively solicit club member enrollment•Utilize sales techniques and tactics to promote club program and benefits•Maintain a currency bank and provide change assistance to guests

Greater San Diego Area

• Respond to clients with technical issues via phone and email, assisting clients remotely from main office location.• Troubleshoot within Office 365, Quickbooks, Lacerte, and other 3rd party software. • Install/Update 3rd party software.• Monitor the health and status of Cloud servers through the use of monitoring utilities. Create necessary reports to send to clients and internal employees. Troubleshoot if necessary.• Accurately log tickets using NetSuite tracking software and follow standard support procedures.• Assist other departments in troubleshooting customer related issues through ticketing.

Greater San Diego Area

• Provide technical support to students and staff via telephone, email, and through tickets• Analyze and troubleshoot software and hardware issues• Ensure accurate and precise data entry of all service desk contact into tracking system•Escalate and/or refer any requests for assistance that require action or expertise outside of thescope of the Service Desk•Provide assistance to and report to any other requests made by the IT Support Manager

Chula Vista, Ca