• Responsible for answering Service Desk calls and tickets in a timely manner and assisting users with various systems issues. • Service inbound Service Desk calls, process tickets, and respond to e-mail messages within a timely manner. • Determines the nature of the user's issue and obtains as much information as possible about the problem. • Routes tickets accurately to second level support when needed.• Tracks all calls in a detailed and accurate fashion utilizing Service Now Help Desk software. • Adheres to the defined and communicated call flow /ticket resolution process.

• Responsible for answering Help Desk calls and tickets in a timely manner and assisting users with various systems issues. • Service inbound Help Desk calls, process tickets, and respond to e-mail messages within a timely manner. • Determines the nature of the user's issue and obtains as much information as possible about the problem. • Routes tickets accurately to second level support when needed.• Tracks all calls in a detailed and accurate fashion utilizing Service Now and previously Remedy Help Desk software. • Adheres to the defined and communicated call flow /ticket resolution process. ● Working knowledge of Active Directory, Remedy, Service Now, Ecollege, Salesforce, TouchNet, Citrix, Log Me In, TeamViewer, Windows 7,8 and 10,Sharepoint and Microsoft Office Suite. ● Workplace for Facebook Admin.

• Performed standard IT services for different departments including troubleshooting, installation, and maintenance of computer systems.• Trained, managed, and evaluated employees.• Developed bus routes.• Performed exemplary customer service in all aspects of job.• Member of the Greenway Public Transportation Safety Committee.• Employee of the Month- June 2010