Tj Mac Email & Phone Number

I have served business users/field managers and managed systems within the oil and gas industry for 5+ years providing tier II and tier III support. During my years of service, I have gained skills in resolving hardware and software incidents, and network connectivity by collaborating with users to complete discovery calls, isolating the root cause of the problem, and delivering time-efficient solutions. With the constant change in Technology, my goal is always to maintain knowledge of best practices, hardware and software features, application functions, and system updates to efficiently resolve client issues and ensure an optimized user experience.As a technical support analyst, I am the first point of contact for customer escalations, complex issues, and general service questions. I am a subject matter expert in diagnosing and troubleshooting operating systems to optimize online productivity while ensuring hardware and software comply with local and state regulations. Some of my accomplishments include the following:• Being recognized for obtaining an audit pass rate of 100% for 300+ locations and 1K+ fuel systems by ensuring all tanks were operating at maximum speed, thoroughly inspected, and in compliance with all regulations and operating guidelines.• Successfully managing field escalation tickets ensuring critical SLAs are resolved within a 72-hour timeframe. Skills and Knowledge:Technical Support | Tier 3 Support | Help Desk Support | IT Support | Quality Assurance | Hardware Maintenance | Remote Access Technology | IT Service Tickets | Process Documentation | SLA Metrics | System Administration | Customer Service Support | System Compliance | SI7 Software | Titan Software | Cross Form | MS Office | Excel