Provided support to the AS400 ERP system, integrated web and mobile transactional platforms and related digital applications. Supported activities for onboarding and offboarding of users and provisioning and deprovisioning of required user access. Took ownership of assigned user incidents and requests via the Manage Engine ticketing system. Leveraged internal and external resources and 3rd party providers to triage and analyze support cases. Escalated issues to application support partners as needed to drive resolution of tickets, including root cause analysis, testing and communication to users. Collaborated with cross-functional teams and stakeholders to ensure requirements and objectives are understood for all incidents and requests. Participate in production support meetings with vendors to drive resolution of tickets. Work with operations personnel and external partners to ensure application needs are addressed with the correct sense of urgency. Participated in various types of testing activities (break/fix, integrations, patching, etc). Gathered daily report of all IDOC failures, researched and determined reason for failure and who should correct the failures. Posted failed IDOCS to SAP that required a fix by IT and put fixes in place to prevent the same failures

Assisted Allstate Agents with their transition from Cisco to Avaya phone platform. Provided Allstate agents training on how to use the new Avaya phone system, walked office staff through setup of new phone system, testing of new phone system to make sure properly setup and provided basic network troubleshooting. Escalated calls to the appropriate team, answered agent’s questions & provided troubleshooting support. Provided support via phone, chat & email. Documented through Salesforce CRM, provided accurate and same business-day documentation. Utilized ServiceNow for escalations and ticket reassignment of service conversions, incidents and requests to the clients support teams and vendors as required and in accordance with standard SOPs and knowledgebase articles. Utilized ServiceNow, associated support tools and SOP’s to ensure consistent service quality and a high percentage of incident resolution at first contact.

Delivered live phone support to the employees of Charter Communications, triaging, assigning, and resolving support cases via phone and email, while also employing a high degree of customer service, technical expertise and timeliness. Utilized basic and advanced troubleshooting techniques to resolve or route issues pertaining to email problems or features, network connectivity, personal computer problems, and application problems for the charter employee and contractor customer base. Employed ServiceNow to document and route support case to the appropriate group(s) who can assist in resolving the issue Demonstrated organizational skills like the ability to multi-task, set priorities, and follow up promptly, ensuring proficiency in the latest web technologies and working knowledge of various operating systems.

Provided technical support and performed daily remote desktop sessions to assist with computer access, password changes, printer related issues, and web-based and computer software. Collaborated with other technical support specialist to solve difficult tax and technical issues, providing detailed reporting of issues and interactions with client/customer. Handled in-depth repair and troubleshooting skills for computers and mobile devices, monitoring the repair of operating systems.

Communicated information and instructions to drivers for the purpose of advising them about schedule, developing routes, assisting drivers with routing directions and directing them to perform special services when required. Ensured direct and indirect daily activities of drivers are assigned and accomplished on-time, communicating all relevant details of driving assignments to drivers to ensure proper execution. Prepared invoices, delivery tickets and related shipping documents, submitting daily invoicing to A/P once deliveries were dispatched.

Handled customer inquiries, complaints, regarding question on services, products, billing, equipment, claims and reports, delivering the highest degree of courtesy and professionalism, striving to resolve customer issues with one call resolution. Offered alternative solutions where appropriate with the objective of retaining customer's business. Performed basic tier 1 troubleshooting to wireless devices. Completed business transactions in connection with activation of new customer accounts on a computer terminal. Made recommendations according to customer’s needs on features, accessories, upgrades and rate plans. Utilized operational systems to process purchases of products and services.