Ray Beckham Jr Email & Phone Number

Dallas, Texas, United States

Apart of the company's dedicated Calpine Service Desk while also servicing technical coverage on weekend shifts for all 15+ MSP customers. • Fulfill an average of 10 service requests and incidents for end-users and line-of-business applications per workday• Communicate with End Users through Phone calls, Online chats, email, and Microsoft Teams• Respond and resolve tickets in scope of company SLA agreement while maintaining an average of 90% customer satisfaction rating• Perform incident/tasks which require Active Directory and Microsoft 365 administration• Created and reviewed knowledge base articles for the Desk • Spearhead troubleshooting and escalation procedures for priority 1 incidents • Provide technical support and guidance for users and coworkers on weekends and afterhours• Troubleshoot network related issues via ping, traceroute, and monitoring tools to provide warm hand off for internal escalation protocols • Perform/document QA reviews for desk agent phone calls using Twilio call audio logs• Monitor SNMP alerts for servers and network devices afterhours• Apart of on call rotation for afterhours priority 1 incidents• Point of contact for high priority users when Service Desk Management was not available

• Worked with the Concession staff to ensue all staff shifts have been filled prior to each event.• Ensured staff always adhered to uniform, food handling, alcohol serving, and sanitization guidelines/protocols.• Assisted with patron complaints, refunds, product recovery, personnel disputes and other situations relative to the scope of authority.• Retrieved raw cash reports and stand inventory sheets from concession and vip catering staff.• Completed cash reports and prepared/transferred earnings for the nightly bank deposit.• Performed maintenance on tablet based PoS systems prior and during events.• Logged concession Inventory via Microsoft Excel onto the company’s local network drive.• Scheduled Employees through ADP.

• Assisted during setup of the concession stand or portable before events and helping with front of house food prep, ie baking pretzels, traying nachos, setting up condiment stations, stocking beverages, and any other duties as requested. • Interacted with guests to process food, alcohol, assembled “grad n go” item transactions orders via ticket stub to our kitchen. • Managed and used a PoS system to process cash and card transactions with customers.

Interdisciplinary Studies: Social & Behavioral Sciences

Education record