Philip Daniel Email & Phone Number

Cary, North Carolina

Create and manage tickets in Service NOW ticketing systemEnroll and support mobile devices via Airwatch MDMSupport Exchange/O365 email Troubleshoot and resolve connectivity and VPN connection issuesSupport whole drive encryption systems, Bitlocker and McAfee Drive EncryptionTroubleshoot applications in a Citrix virtual environmentTraining new Analysts in all aspects of service desk operationContribute to updating and error correcting service desk knowledge baseProvide support for users in an Active Directory environment

Cary, Nc

Responsible for support to customers during Lotus to Outlook / Exchange migrationManage and route tickets in Remedy ticketing systemSupport, manage and troubleshoot mobile devicesRemote support and troubleshoot Desktop/laptop systems

Apex, Nc

Responsible for a team developing sales contacts.Generate invoices, manage accounts receivable and ensure product delivery.Educate sales team and customers on products.Manage IT infrastructure for entire company and provide support for employees.Maintain client tracking database.Research new products and determine eligibility in product lineup.

Morrisville, Nc

Built a strong customer base by providing support on various gaming software & training related issues to existing customers via phone, and chat interfaces. Designed in-house documentation for multilingual support to the customer base. Generated new tickets and monitored exiting tickets in Salesforce.

Carolinas

Established relationships with prospective buyers through prospecting, referrals, internet inquiries and previous client base to exceed personal and company sales goals. Extensive product knowledge training to ensure client inquiries were satisfied.Managed accounts receivable and obtain credit authorizations.Troubleshoot and resolved client concerns and needs on a daily basis.Maintained client communication tracking system.

Madison / Decatur Alabama

Wireless phone, Satellite TV, and internet product salesCoordinated sales events with carriers Responsible for recruiting hiring and trainingMaintained organization and cleanlinessDrove sales and maintained positive and motivating work environmentCommunicated new information to the associatesImplemented new operational proceduresShift scheduling and maintaining labor hoursProvided troubleshooting and support for customer purchased equipment (laptops, cell phones)

Campinas Area, Brazil

Worked on a U.S. Multi-National Retail customer account supporting their Global Server Operations.Worked on technical support team setting-up and maintaining Virtual Machines in VMWare.Assisted in the setup / maintenance / trouble shooting of Microsoft Exchange Servers. Rotational assignments for workstation on-site support for IBM PCs (x86 architecture) and UNIX technical support team.