Provided support agent soft skill and technical training to ensure all agents provided exceptional customer service when resolving user incident tickets.Monitored status of corporate network to identify service outages and escalate incidents as dictated by established departmental SLA.Supervised 2 nd shift team providing phone-based and desk side end user technical support to hundreds of internal and external clients across a wide range of system environments.Coordinated hardware and application updates on regular lifecycle intervals to ensure all system resources are up to date and reliable.Identified common sources of halpdesk incidents and issues, providing user training and system modifications to reduce future incidents and increase overall production.Responded to user trouble tickets and requests both in person and remotely to ensure full productivity while adhering to departmental SLAs.Provided design, installation, maintenance, and support services for the entire enterprise network.Invoked multiple redundant data backup solutions to reduce recovery time from days to minutes.Bring teams together to review and edit CAD drawings via quick collaboration with AutoCAD users on designs. Access, create, and update DWG files anytime, anywhere. Use familiar AutoCAD drafting tools online in a simplified interface, with no installation required.
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