Scott Doniger Email & Phone Number

Austin, Texas, United States

• Set up audio visual/computer equipment as needed for conference room meetings and special events.
• Apply advanced knowledge of ITSM Ticking software to create service tickets and process escalated tickets in an attempt to resolve within prescribed service level agreements.
• Install and Troubleshoot Windows 7/8/10/11 as well as Apple MacBook, and Office 365.
• Setup equipment and worked with users on resolving technical issues.
• Provided comprehensive onsite support for desktops, laptops, mobile devices, and networking.
• Troubleshot and resolved diverse hardware, software, network, and application issues.

Austin, Texas, United States

• Provide onsite support for desktops, laptops, mobile devices, and networking.
• Troubleshoot hardware, software, network, and application issues.
• Oversaw multiple projects that included AV Setup for Austin and Dallas, Badge reading Systems, WIFI
• Created documentation to improve performance for other agents
• Setup, configure, and manage company PCs, tablets, and mobile devices.
• Manage user accounts for active directory and various applications.

Austin, Texas, United States

Provided knowledge to other agents and associates on how to do daily job functions and to improve skills and efficiency at troubleshootingIn first 6 months with a team of 10 contributed working 30% of current inventory while attempting to coach and train new hiresTook initiative to boost team performance through Quality Reviews.Worked with Client to reduce.

Austin, TX

• Within this capacity, I apply advanced knowledge of ServiceNow to create service tickets and process escalated tickets in an attempt to resolve within prescribed service level agreements. I also facilitate dispatch of.
• Achieved an average phone call time of less than 10 minutes while maintaining an average CSAT score of 4.85 on a five-point scale.
• Took initiative to boost team performance by assisting colleagues with calls.
• Bestowed with award of Top Agent regarding call volume, tickets resolved, and CSAT and FCR scores for several months over employment.
• Succeeded in completing service desk support calls with a 70% FCR rate.

Austin, TX

• During this time, I reviewed posts on Google products and classified according to policy standards. Performed general data entry tasks. At the same time, I compiled insights and identified trends gathered from site.
• Made significant contributions to innovation of new products by offering suggestions to Accenture and Google garnered from reviewed content.
• Demonstrated exceptional ability to provide action-based feedback that supported advancement of department goals and initiatives.
• Streamlined reviewed processes to boos organizational efficiency and productivity.

Austin, Texas, United States

• With this organization, I owned responsibility for preparing service requests in accordance with established guidelines and regulating statutes regarding applicable criteria, member eligibility, benefits, and.
• Commended by senior leadership teams for ensuring all verifications completed fully and accurately.
• Proved highly effective in preparing incoming cases for nurses to review.

Austin, Texas, United States

• Here, I documented, researched, and managed customer service issues by gathering all required information from customers and compiling key details into appropriate company platforms. At the same time, I tracked.
• Demonstrated strong talent for de-escalating volatile customer situations with unwavering professionalism and tact.
• Balanced a large and complex workload with competing priorities.

Austin, Texas, United States

• Here, I assisted internal users with basic troubleshooting activities for routers and circuits to enable members to regain connectivity to Wi-Fi. I also logged user issues and tracked individual issues to specific.
• Received favorable feedback for delivery of courteous and professional customer service, every time, without exception.