My background consists of over 14 years of experience working within a Level 1 Helpdesk inbound phone call center environment. I have basic troubleshooting skills for all types of "level 1" IT problems/situations via inbound phone calls such as troubleshooting for user Desktop/workstation issues and basic over the phone troubleshooting for server and network problems.
I am experienced in working with all types of customer issues and any company client or associate issues that could possibly arise within the company; including Payroll Support, HR, Clerical & Administrative Support, LP, training issues and general information for any issues that customers, clients or company associates would need assistance with.
Windows 95,98, NT, 2000, XP, Windows 7 and Windows 8; Microsoft Outlook, Internet Explorer, Outlook Express, Microsoft Power Point, Adobe Acrobat, Microsoft Word and Lotus Notes email client.
Performed troubleshooting via remote pc access software such as: Desktop Authority and PC Anywhere applications in order to view and control user workstations, servers and Virutal Desktops remotely.
Exceeded monthly goals of required documenting of written knowledge base articles submitted and exceeded monthly goals of required over the phone IVR customer satisfaction surveys for my mid-year and end of year reviews.
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