in addition to my position as a helpdesk senior analyst I am also training new emploees on the tools we use on the service desk. I am also one of 2 softskills trainers that train current employees and contractors in softskills such as stress management, diversity and work/life balance.

First level telephone support for 20,000+ users in the American Family Insurance user group (Agents and Agent Assistants) as well as users in the corporate environment. Responsible for maintaining 80% first call resolution. Supported proprietary software as well as Microsoft desktop products. Use of PC Anywhere to troubleshoot agency computer located in the Midwest and western part of the US, as well as corporate locations throughout the United States.

First level telephone support for 20,000+ users in the American Family Insurance user group (Agents and Agent Assistants) as well as users in the corporate environment. Responsible for maintaining 80% first call resolution. Supported proprietary software as well as Microsoft desktop products. Use of PC Anywhere to troubleshoot agency computer located in the Midwest and western part of the US, as well as corporate locations throughout the United States.

Daily operation of helpdesk during transition to out-sourced company (Sunguard –Collegis).Responsible for internal customer support on college PC’s, including laptop’s. Installation of new PC’s and applying an image to them, using the Zen-works program. Set up user accounts in Lotus notes applicationsTroubleshoot PC, printer, and various peripheral devices at three campuses in addition to several satellite locationsRe-image staff PC's after major repairs such as replacement of hard drives.Documentation of all steps involved with PC repair from initial notification to steps taken until repair is performed and computer is replaced.Set up user accounts in Lotus notes applications.