• Worked on Site at Quanta Services Headquarters, Houston, TX• Provided customers with advanced technical support via phone and email for our Network fleet portfolio of products• Used Agile Methodology for the Fleet 2.0 Project used by both Quanta Services and Verizon.• Hardware troubleshooting and application support in a SaaS environment.• Assigned to Audit and run Reports to be sent out weekly.• Assigned as editor of the Quanta Services Playbook (Customer Support Guide)• Assigned to individual Projects (Create Playbook or guide for MJ Electric Inc. and Investigate OEM/AEMP Activation Issues)• Answering questions and solving technical issues for business customers.• Troubleshoot and escalated issues that need higher levels of support.• Tracking and keeping everyone up-to-date on progress of Salesforce cases, new issues, and product alerts.• Provided feedback, training, and documented solutions for the team.• Coordinated with internal teams to ensure a positive customer experience.

Monitor incident alerts from monitoring systems, such as SCOM (Systems Center Operations Manager), Solar Winds Orion and others.Take calls from regional Service Delivery Center (SDC) IT personnel regarding existing or potential incidents. Resolve incidents, where possible, according to incident response procedures.Raise incident tickets for all incidents resolved as well as those reassigned to an SDC or 3rd-level support.Handle global incidents via the Global Incident Management Process.Route non-global incidents to the appropriate support group or SDC Incident Management team.Engage with 3rd-party suppliers, such as telecommunications vendors and computer hardware suppliers, as needed during incident management process.Ensure that the incident communications plan is followed to keep all interested parties apprised of incident status and resolution.Manage and support the monitoring tools, such as SCOM (Systems Center Operations Manager), Solar Winds Orion and the associated management databases, such as SharePoint 2013.Work with the Service Delivery Centers to maintain contact and support escalation lists.Produce incident logs and reports as required.

Provide administration of user accounts (adds, deletes, moves, and changes, etc.) and user access to various network resources (project folders, public folder, distribution lists, etc.) primarily in Windows NT, Windows 2000 and Exchange 2000/ 5.5 as well as MS Outlook 2000 environments. This provided support for all Shell users in all environments.Migrated users data and e-mail from one Domain to another.Served as the “Focal Point” for Smart Card Administration, MyBill Service, and Compute Server Access, which not only provided a first level of contact for users throughout Shell, but also assisted Project Managers with the roll out of these services.

Provided local and Phone technical support for Shell employees with an emphasis on resolving issues in a timely manner. This resulted in minimal down time for the employees.Provided input for documentation to be used for training of new Helpdesk personnel. This helped to provide accurate data to be used.Assisted users with Network as well as local printer issues.Provided password resets for users trying to log onto the Network as well as SAP, RAS, Citrix, etc.Maintained a High resolution rate for technical issues, which saved lots of users time and money.