Phyllise Manuel Email & Phone Number

California, United States

• Troubleshoot, diagnose, and upgrade PC systems.
• Achieve 95% high first call resolution on a monthly basis and 95% customer satisfaction rate.
• Responsible for responding to email, chat or phone queries and offering technical support to customers to resolve issues in a timely and professional manner.
• Maintains processes and procedures to ensure that the documentations, screening, and verification of credentials for all employees in the agency meet FISMA, NIST, HHS, and FDA requirements.
• Reset passwords, unlock, and verify customers' domain accounts in Active Directory.Troubleshoot and assist users with updating their CAC Card, PIV Card, Smartcard and PKI Certificate Authentication for SSH using Access.
• Troubleshoot VPN connectivity issues for remote customers.

Atlanta, GA

• Resolved tickets within the Remedy queue with consistent ticket resolution prior to outlined SLA’s.Provided product lifecycle support through OKTA as an application administrator that includes onboarding, offboarding.
• Ability to learn and leverage a variety of industry standard IT applications to efficiently monitor and maintain a mid-sized environment.
• Provided training and served as technical resource for junior help desk team members.
• Communicated in a team environment using industry standard collaboration tools.
• Created and maintained detailed documentation.
• Ensured company policies and procedures are followed.