Rose Preston Email and Phone Number

: Provides technical support to users of information technology services. Assist user with problems related to computer and communications services, including operating systems, LAN/WAN services and various applications packages. Gathers data and performs diagnostic techniques to help identify solutions to problems. Monitors the resolution of users' problems; expedites problem resolution efforts and coordinates with vendors and other technicians as required to resolve problems with telecommunication services, computer hardware, software and procedures. Communicates with customers regarding telecommunication and automation services, provide information to customers on changes to the network and telecommunication services or systems. Prepares and distributes written communications that are user-friendly and easy to understand.Knowledge of and skill in applying customer service and customer support principles and methods to participate in the planning and delivery of a full range of customer support services. Knowledge of and skill in applying advanced Help Desk software and Internet-based tools sufficient to report, respond to, resolve and monitor customer requests and problems. Knowledge of and skill in solving problems and assisting customers in the use of standard software such as Word, Excel, Power point, Outlook and Internet Explorer. Knowledge of and skill in applying IT security principles in order to ensure customers are protected from computer viruses, customer data is protected from loss and the network is protected against intrusion.