Service Desk Level 2
Current---Recruited to a virtual position with FSA Corporate during the acquisition of Yancey’s by FSA--- Troubleshooting over 300 separate software applications, both those developed by FSA, and those purchased from external vendors. Documenting the most commonly used of these programs in terms of setting up new users, modifying permissions, and resolving frequent issues. Conducting training sessions on a variety of topics, which were recorded and used to train new hires. Participating in a high-volume, 24 hour on-call rotation. Serving as a senior member on the team, available for escalations and guidance on complicated issues. Designing and implementing a mobile device platform on Airwatch, responsible for automating the provisioning of handheld devices with FSA software, updating this software in the field, and tracking devices. Configured and optimized Zendesk ticketing system, including creation of automated processes and standardized macros for customer communication.
