Sidney Rawls Iii Email & Phone Number

Remote

Richmond, Virginia

John Randolph Medical Center

Richmond, Virginia Area

• Responsible for receiving all telephone requests for IT assistance, ensuring all information provided about issue is accurately recorded and fulfilled within established timeframes.• Handles 30-50 calls a day on average from users.• Creates tickets in Remedy if issue requires further intervention.• Provide users with information on tickets and request. • Maintain a 95% customer service rating• Troubleshoot different desktop applications/software’s

Sterling Virginia

• Responsible for receiving all telephone requests for IT assistance, ensuring all information provided about issue is accurately recorded and fulfilled within established timeframes.• Handles 50- 80 calls a day on average from users.• Referred problems requiring further intervention to second level support departments• Experienced in using Peregrine ticketing system and proper call handling procedures• Provide users with information on tickets and request.• Utilize Active Directory to reset passwords and control permissions.• Maintain a 95% customer service rating • Consistently in the top 10% of companies Matrix on first call resolution, average call time and Customer Service Ratings.

Ballston Va

Case Management-assessment, planning, facilitation, care coordination,

Bachelor Of Science (B.S.), Information Technology

Education record