Patty Mcgrory Email and Phone Number

Improved customer satisfaction by promptly addressing and resolving technical issues. Support end-users in navigating complex software applications, enhancing productivity across the organization. Provided remote support to offsite users through phone calls or video conferences, extending IT assistance beyond physical office boundaries. Remote into users machines via Bomgar and Dell Kace. Use Remedy for tickets and request creation and monitoring. Install software and printers to users computers via Bomgar and Dell Kace. Assisting users with logging into the AO Network remotely via VPN and Two Factor Authentication. Other duties as assigned

Manage incoming assigned/escalated requests from end users via telephone, e-mail, Service Desk tools and from colleagues in a courteous manner. Prioritize and schedule Service Desk tickets and escalate appropriately to SMEs (Subject Matter Experts). Record, track, and document the service desk request problem-solving process, including all successful and unsuccessful troubleshooting actions taken through to final resolution. Identify and learn appropriate software and hardware used and supported by the organizationPerform remote/hands on fixes at the desktop level, including installing and upgrading software and configuring systems and applications. Install software – in-house developed.

Provides support to end-users including identifying, researching and resolving technical problems, responding to telephone calls, e-mails, and requests for technical support, and differentiating technical problems from usersUse experience and judgment to plan and accomplish goals. Installs approved software releases, system upgrades, patches and resolves software related problemsAuthor support and process documentation for multiple systems deployed throughout the organizationDeploy new or replace existing end-user hardwarePerform other duties as assigned

Provide technical software, hardware and operational support and informal training to customers for business applications. Provide call center support for both IT and business related incidents. Record tickets in ticketing system and ensure customer satisfaction for every escalated and non-escalated ticket. Troubleshoot and restore service for routine incidents. Analyze, identify and diagnose faults and symptoms using established processes and procedures. Provide input to the development of checklists for typical problems and provide trend information to knowledge management for root cause analysis and review. Recommend procedures and controls for problem prevention.

Manage multiple technicians and end user’s expectations.Responsible for the internal user experience on Windows Platforms.Take ownership of end users issues and ensure problems are resolved in a timely fashion.Ensure team members are researching, diagnosing, and troubleshooting solutions to resolve end user’s issues.Responsible for ordering all End user Hardware.Closed office locations and retrieved equipment.Responsible for the disposal of equipment at various Remote locations.Researched and found vendors to perform the disposal of electronic equipment.

Develop in-depth knowledge of the Genesis HealthCare systems environment and routine office systems tools (e.g. Microsoft Office 2010, Internet, Intranet (Central/SharePoint), VPN, wireless connections, Genesis Network, desktop/portable, printer, telephone, mobile devices (iPhone, iTouch, iPad).Work with the customer and business to diagnose, identify and resolve system and/or customer training issues. Providing responsive, accurate, quality feedback on the issue status and resolution. Work to resolve the majority of calls / inquires on the first customer contact.Assist customers with installation and configuration of all Office and PC peripherals. Acquire the necessary expertise in the installation process (hands-on). Provide customer and technical support through analysis and problem solving to facilitate installation, implementation, maintenance, education, and documentation of a variety of computer and software technologies utilizing remote communication with the end user.