Shaun Rizk Email & Phone Number

Madison, In, Us

Louisville, Kentucky, United States

Colorado Springs, Colorado, United States

• Provide helpdesk technical support while managing multiple IT tickets for FedRAMP compliant tenants and customers• Diagnose affected technology and document a comprehensive write-up of findings for customers to understand and follow to resolve issues• Analyze Network traces to understand error messages and issues customers are dealing with• Recreate customer issues and determine the best method to resolve• Collaborate with peers, technical leads, and technical advisors to… Show more • Provide helpdesk technical support while managing multiple IT tickets for FedRAMP compliant tenants and customers• Diagnose affected technology and document a comprehensive write-up of findings for customers to understand and follow to resolve issues• Analyze Network traces to understand error messages and issues customers are dealing with• Recreate customer issues and determine the best method to resolve• Collaborate with peers, technical leads, and technical advisors to support quick resolution to cases• Proactively call/email customers to keep communication open and progress ticket resolution• Determine when a case needs to be escalated to a higher support level and collaborate with additional teams to progress tickets• Create a final write-up upon resolution for re-use in other similar situations and as part of an ongoing knowledge base Show less

Colorado Springs, Colorado, United States

● Managing multiple, critical-level IT tickets for Fortune 500 companies● Used fundamental IT knowledge to explain IT processes such that anyone could understand● Proactively communicating all updates via email and outbound phone calls, and the web portal● Reviewing communications and case notes to provide accurate, up to date information about case status and communicated in a concise manner● Work with customers and colleagues internationally to support the IT tickets●… Show more ● Managing multiple, critical-level IT tickets for Fortune 500 companies● Used fundamental IT knowledge to explain IT processes such that anyone could understand● Proactively communicating all updates via email and outbound phone calls, and the web portal● Reviewing communications and case notes to provide accurate, up to date information about case status and communicated in a concise manner● Work with customers and colleagues internationally to support the IT tickets● Mentor other employees and provide guidance on processes to be a capable CSM. Show less

Colorado Springs, Colorado, United States

● Managing multiple, critical-level IT tickets for Fortune 500 companies● Used fundamental IT knowledge to explain IT processes such that anyone could understand● Proactively communicating all updates via email and outbound phone calls, and the web portal● Reviewing communications and case notes to provide accurate, up to date information about case status and communicated in a concise manner● Work with customers and colleagues internationally to support the IT tickets

Colorado Springs, Colorado

● Represented District 11 through written and verbal communication with parents and students● Supported teachers and students with technical problems● Helped team members to fulfill their individual roles● Participated in department meetings transferring knowledge improving team members efficiency● Used Microsoft Office Suite to complete various tasks● Documented previous learning materials for use by team members