Ted Rorabaugh Email & Phone Number

Tasks:Help Desk Team Lead / Supervisor Role (June 2021 - Current)- Work with techs to resolve call issues (work calls together by remoting into clients PCs, provide support documents to follow, etc)- follow proper paths to send issues over to our onsite and remote escalation teams- create support documents based upon information gathered from calls or onsites techs providing new information (anything from new WAN IPs, to process documents for software, updated PWs for vendor apps, etc)- monitor phone and email ticket queues (techs need to report in every 15mins with updates)- asses daily team ticket load each morning and throughout the day (will shift around who has tickets based up on real-time call volume)- set dynamic lunch / breaks schedules daily- MGMT duties (yearly reviews, corrective action & plans, weekly 1 on 1 ones, weekly team meetings, etc)- remain in constant communication with the Helpdesk Manager, Account Manager, and HR (when needed)Help Desk Support (Jan 2020 - June 2021)- Assist clients over the phone with basic and moderate IT issues (password resets, email support, Windows support, server support, application support, hardware support, Printers, ISP outages, VIOP issues, network troubleshooting of servers, routers, modems, switches, and applications specific to the customer, etc)- Sentinel One/Huntress. Assisted with looking over daily logs for events and alerts- Ticket Queue Management. Assisted with Ticket Queue assignments in the afternoons. Route tickets to techs, onsite, and engineeringProducts Supported:Windows XP/7/8/10/11Windows Server 2003-2012 (AD, GPO, Print ManagementMAC OS (limited use)Andriod and iOSExchange (on premises and office 365)MS Office Products Office 365 AppsGSuite Citrix Receiver & VMWareMeraki Firewalls/SwitchesVPN (Windows, Cisco Anyconnect, Meraki)Datto / Acronis Backup 3CX VOIP / JIVE GOTO Connect / CISCO Call ManagerPrinters & ScannersVarious applications specific to the customers

Raleigh-Durham, North Carolina Area

CSP – Computer Service Partners(Call Center and On-site support)Nov 2016 – January 2020Tasks:Provide managed services to over 50 clientsAssist clients over the phone with basic and moderate IT issues (password resets, email support, Windows support, server support, application support, hardware support, Printers, ISP outages, VIOP issues, network troubleshooting of servers, routers, modems, switches, and applications specific to the customer, etc)Assist clients on-site with basic and advanced IT issues (Networking, WIFI, PC hardware, Printers, Scanners, VIOP (CSICO and 8x8), windows support, server support, application support, applications specific to the customer, etc)Products SupportedWindows XP/7/8/10, MS Office Products, Office 365, GSuite, VMWare, Citrix, Meraki VPN, DattoBackup, Cisco Open DNS (aka Umbrella), Proofpoint, 8x8 VOIP, CISCO Call Manager/Unity,Windows Server 2003-2012 (AD, GPO, Print Management), Exchange, Windows Server SBS,Meraki & SonicWall Firewalls, Printers, Scanners, and various applications specific to thecustomer (Worldox, Jonas POS, Cloud9, etc)Accomplishments:Lead RRT Team in Customer SAT in 9 of the past 12 quartersLead RRT team in closed tickets for the past 10 quartersLead RRT in Utilization Rate in 6 of the past 12 quarters Employee of the Quarter Q3 2017

Cary, Nc

FedEx infrastructure supportJuly 2016 - Nov 2016Floating Lead & Manager Coverage- Covered EAS team for 4 months while Manager was on leave.- Ran a team of 42 Techs- Responsible for Scheduling, Reviews, Metrics, SLAs, Client Meetings, and the fun things managers do!April 2015 to Nov 2016Quality Reporting, KB's, and TrainingTasks:- Audits of over 100 employees each month- LEAN IT Daily and Weekly Reports - Call Volume & Data Reports- Employee tracking for Training Opportunities - Worked with Techs at FedEx on KBs that needed to be updated, removed, or changed.Assisted With:- Training of new hires- Re-training of current employees- Helped research solutions for critical issues.Sept 2013 – April 2015Shift Lead – 3rd shiftTasks:- Call Taking (up to 75% of shift)- Supported over 400 applications, mainly proprietary apps. Common apps that weresupported include: MS Office Suite, VPN (checkpoint mobile), Printers (local and network),WiFi Connection, and LAN connections.- Training on new products and refreshers for old products not often called upon- Updating Overview Docs for Critical Apps- Processing Shift Differential for 2 nd and 3 rd shift agents (sending info directly to Payroll)- Nexus Ticketing Queue – callback on INCs and/or dispatch of techs- K2 International Airway-bills (Express specific product that only a few agents weretrained on).- Ran stats for HCL/FedEx Dashboard (weekly report)- Worked with Level 2 agents at FedEx discussing KBs that need to be updated, fixed,etc.Assisted with:- Various reports for HCL management – Staffing concerns, adjusted reports for outages,Call volume reports, monthly ticket counts by group, agent, CI item.- Various reports for FedEx management (same as above)Awards- Star Award in 2014 & 2015- Completed Lean IT course

Raleigh-Durham, North Carolina Area

Customer Support for Online MMO Projects2011-2013Ubisoft (Video Game Company)Support Rep- Worked on 4 different projects- Email, Chat, and Forum Support- Averaged 100 contacts per 8hr shiftSupport included:- Billing, technical issues, hardware troubleshooting and diagnostics, softwaretroubleshooting, network troubleshooting, password issues for UPLAY, etc.- Ran reports for 2 projects- Projected income, projected refunds, income, operating losses, etc.- Assisted with training of new hires

Raleigh-Durham, North Carolina Area