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zheljoy
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Competencies
Demonstrated experience with Active Directory.
Demonstrated experience with Office 365.
Demonstrated experience with Ticketing/RMM tools.
Demonstrated experience with VPN support.
Demonstrated experience with PC/Software Troubleshooting.
Education
Summary
Professional profile
Experience
IT SUPPORT TECHNICIAN
Serve as the first point of contact for customers seeking technical assistance via phone or email.. Perform remote troubleshooting through diagnostic techniques and pertinent questions on hardware and application-based issues. Determine the best solution based on the issue and details provided by customers. Walk the customer through the problem-solving process. Escalate unresolved issues to the next level of support when needed. Provide accurate information on IT products or services. Record events, problems, and their resolution in the ticketing system. Manages client tickets and uses team resources to ensure client satisfaction and ticket metrics are achieved. This position will function as an extension of the business, working with end users. Implementing solutions for Cloud-based platforms and infrastructure.
RAPID RESPONSE TECHNICIAN
Provide effective technical support to clients via phone, chat, email and RMM toolset.. Diagnose and resolve client-initiated desktop application and hardware related issues.. Handle duties assigned by the RRT Lead such as setting up and terminating user accounts, building client workstations, and other client requirements.. Update and validate relevant client documentation as needed. Assisted users with account password resets and setting up MFA using Microsoft Authenticator. Expected ticket closure of 5-10 tickets and answer 8-12 inbound calls per day with 85% billable utilization
SYSTEM ENGINEER
Trained in MSP Processes & Workflows Ticket life cycle, dispatch, time entries, change management, escalation Workflows, SLAs management, email etiquette, and customer service.. Connect Wise Manage & Automate.. Windows Desktop Support (End-User Computing).. Windows Server & AD Administration & Office365 user administration. Firewall (SonicWall). Azure Virtual Desktop (Logs termination)
HELP DESK ANALYST
Provide first-level contact and support for all CargoWise-related queries: Including system navigation, troubleshooting, data entry, and workflow optimization.. Collaboration with technical teams or CargoWise support for complex issues.. Documentation & Reporting: Maintain detailed records of user queries, issues, and resolutions.. Stay updated with new CargoWise features and updates.
CUSTOMER SERVICE REPRESENTATIVE
Conveys client bolster encounters over numerous channels - Call, Chat, Mail, and Zoom sessions.. Helps modify CAD plans/designs to assist client turn-around time.. Maintains company conventions, benchmarks, and client-specific procedures.. Guarantees adherence to Benefit Level Understandings (SLAs).. Collaborates with other groups for fitting acceleration and documentation of processes.. Serving Aurora Solar's clients utilizing a multi-faceted approach using Zendesk Chat, Email, Phone, and Ticketing.
SERVICE DESK ANALYST
Ticket handling and management: Incident and request.. Call and Ticket escalation: collaboration with other service desk resources or appropriate service resources.. Provide a positive customer support experience and build strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude.. Ensures the end-to-end customer experience and provides a single point of contact for the customer.. Handled advanced remote troubleshooting steps with elevated rights to Windows computers.. Assisted users with terminating Virtual Machine sessions in Citrix.. Handled requests to troubleshoot Office 365 Applications like Outlook, Excel, Word, and Teams.. Handled requests to install/uninstall LOB applications.. Assisted users with account password resets and setting up MFA using Microsoft Authenticator.. Handled user account offboarding in Active directory.. Handled user’s VPN issues – Cicso Any connect.. Assisted users with printer setup.. Handled Bitlocker issues of user.. Assisted user with there RSA Soft token to login to their accounts.
ATTRIBUTION ASSOCIATE
Classify the client's document. Make sure that it was classified according to the document's classification for easy navigation using the Doc Viewer software. Verifies customer information using RealServicing
SUBJECT MATTER EXPERT
Assisting associates in classifying Documents. Making sure that document updates have been cascaded to associate and update them with via email. Checking or having a QA to check document classification accuracy. Communicate appropriate options for resolution promptly. Update Team Lead with the performance of the team. Performs some refresher and training for the team
NON- IMAGING ASSOCIATE
Classify the client's document. Make sure that it was classified according to the document's classification for easy navigation using the Doc Viewer software. Provides 100% accuracy. Verifies customer information using RealServicing. Identify opportunities for process improvement and actively contributes to proposed initiatives. Execute image quality assurance work based on standard SOPs, while meeting required productivity and quality goals.
TECHNICAL SUPPORT
Identifying hardware and software solutions.. Troubleshooting technical issues.. Diagnosing and repairing faults.. Resolving network issues.. Installing and configuring hardware and software.. Replacing or repairing the necessary parts.