• Provided voice support during the day and ensured tickets were assigned to correct vendor/groups• Worked closely with internal departments and vendors (Avaya, Bell, and Rogers)• Managed reroutes of Voice traffic to achieve minimal impact to the business using pre-set contingency plans and/or establishing new routing in emergency situations by involving the Telco’s• Oversaw high priority customer orders to completion – order entry, order coordination (internally and with our vendors), and ensured prompt customer communication• Maintained and supported all network components (Nortel, Avaya, BT Turrets, Voice Loggers, CDR, and Voice circuits), including power downs on the Nortel and Avaya platforms• Supported the NACCC in the US for the Brookfield and Buffalo Grove, which includes the Rogers DAL’s and Avaya technology• Provided support for the North American Capital Markets for voice circuit connectivity• Escalated outages, issues & events to support teams and external vendors and Telco’s as required

• Tested VPN/Juniper/Citrix connections and verified end-users are in the correct security groups• Tested for network connectivity both wired and wireless.• Configured, installed and troubleshot network and local printers.• Configured and troubleshot iPhones, Blackberry and Androids.• Administered password resets for multiple systems.• Used Active Directory to verify access groups and security policies for user IDs and computers.• Checked configuration settings on the user PC as well as the Server.• Created tickets for service restoration and service requests.• Documented each incident/request using the ticketing tool: Remedy.• Directed onsite training for business users to maximize productivity.• Identified and solved technical issues with a variety of diagnostic tools.• Communicated with vendors to resolve network outages and periods of reduced performance.

• Provided technical support to clients over the phone with focus on hardware, software, desktop, laptop, local & network printers, mobile devices, and security issues.• Used Active Directory for network password resets.• Assisted clients with Lotus Notes/Microsoft Outlook email problems.• Walked clients with initial VPN configurations and connection issues.• Trained new analysts and provided formal feedback to management.• Reviewed technical documentation and procedures.• Provided on-call support for critical issues.• Built and provided basic end-user troubleshooting and desktop support on Windows, Linux and Mac systems.

• Provided first-level contact and problem resolution for all users with hardware, software and applications problems.• Infrastructure support including Network, Active Directory and Lotus Notes Support.• Attended project, continuous team improvement meetings as a subject matter expert and account focal for the service desk.• Supported basic Blackberry, iPhone, iPad configuration and issues.• Administered Blackberry activation and password resets on Blackberry enterprise servers along with troubleshooting issues with the mobile device• Created knowledge base articles and training documents for new employees• Supported multiple customer accounts with different technical service support packages and service level agreements.

• Diagnosed and resolved technical hardware and software issues• Assisted users with resolutions and warranty issues with their Virgin Mobile products• Provided users with user friendly explanations & follow up• Escalated problems following help desk procedures. • Handled difficult situations in a professional manner

• Processed service orders in an accurate and timely manner• Ensured that all orders are accurately entered into the database• Analyzed that all the rate plans and selling prices were correct • Activated 13 cell phones per hour• Developed excellence in training