Trisha Ackerly Email & Phone Number

Stoneville, Nc, Us

Virtual

North Carolina, United States

United States

Tier 3 support for escalations on issues- Successfully resolve support issues on first time basis as Tier 3- Problem Management (identify problems, inform shareholders and find a resolution)- Responsible for training new employees- Subject Matter Expert for various programs- Support over 30 different programs in the Firm as a whole- Engage in project support calls to prevent issues and facilitate how to fix current ones- Create knowledge information for known resolutions to support issues and how to documentation- Field 40-50 tickets a day on average- Leverage other support teams and vendors to assist with more advanced issues- Distribute program installs via the SCCM management tool - Utilize active directory for access requests, bitlocker recovery and password resets- Facilitate training to new hires- Successfully mentor other teammates

High Point, North Carolina

- Tier 2 support for escalations on issues- Successfully resolve support issues on first time basis as Tier 2- Subject Matter Expert for various programs- Support over 30 different programs in the Firm as a whole- Engage in project support calls to prevent issues and facilitate how to fix current ones- Travel to several office locations for onsite support on a rotation basis- Create knowledge information for known resolutions to support issues and how to documentation- Field 40-50 tickets a day on average- Leverage Tier 3 support team to assist with more advanced issues- Distribute program installs via the SCCM management tool - Utilize active directory for access requests, bitlocker recovery and password resets- Facilitate training to new hires- Successfully mentor other teammates

Virtual

Tier 3 support for escalations on issues- Successfully resolve support issues on first time basis as Tier 3- Subject Matter Expert for various programs- Support over 30 different programs in the Firm as a whole- Engage in project support calls to prevent issues and facilitate how to fix current ones- Create knowledge information for known resolutions to support issues and how to documentation- Field 40-50 tickets a day on average- Leverage other support teams and vendors to assist with more advanced issues- Distribute program installs via the SCCM management tool - Utilize active directory for access requests, bitlocker recovery and password resets- Facilitate training to new hires- Successfully mentor other teammates

Burlington, North Carolina

• Facilitate and coordinate calls between LabCorp assets, vendors and clients • Handle process documentation and improvement• Experience in single site or multi-facility implementations• Work with clients and vendors with varying technical and communication skills• Foster and promote good customer relations to facilitate projects, conference calls and meetings• Conduct interface connectivity testing, integration testing and validation• Facilitate client training in the use of the new interface• Provide post-live support • Ensure all projects are progressing at a pace both the client and LabCorp expect

Greensboro, Nc

• Troubleshoot employee computer issues via phone and remote access • Fielded 50-80 calls and emails on a daily basis• Unlocked and reset account passwords for users using Active Directory• Created detailed cases about each incident or request• Escalated cases that were production critical and gave timely updates to users

Greensboro, Nc

• Assisted clients by assessing issues with technology • Performed installation of software to ensure proper function of equipment • Expeditiously determined technical issues and repair methods

Oneonta, Ny

• Received and directed customers to quick resolutions regarding their questions and concerns• Constructed moving quotes for potential and loyal customers• Used Excel and Outlook skills to keep track of budgeting and trucking log files

Oneonta, Ny

• Troubleshoot and performed maintenance on analog and digital phone lines• Fulfilled campus wide terminations of RJ45 lines quickly and accurately• Made significant improvements on data closet organization and functionality • Designed and installed well-functioning computer networks, connections and cabling

Delhi, Ny

• Fielded 50 phone calls/walk-ins from staff and students per day• Assisted faculty and students on program usage and technical support for computers, printers and projectors• Successfully completed diagnostic and repair to campus computer technology • Maintained and repaired campus wide printers and scanners

North Pitcher, Ny

- Fielded 20 phone calls/ walk ins from clients per day- Successfully maintained and repaired office technology equipment - Assisted office staff with program and equipment usage- Supported data collection for 100 or more clients- Performed security updates and installations

Bachelor'S Degree, Computer/Information Technology Administration And Management

Associate'S Degree, Computer Science

Advanced Regents

Activities and Societies: soccer, basketball, FFA, tennis