Service, Dispatch Coordinator Resume

SUMMARY

IT Deskside Support Technician, detail - forced within customer support. Provide system support, hardware and software upgrades, troubleshooting and repairs.
Create and maintain Technical Process Flow documentation, to ensure consistency, to provide effective support and response.
Able to work with multiple departments, to ensure policy effectiveness is reviewed and adhered to. Results oriented, dedicated, organized and self-directed team member, with a keen eye on the bottom line and strong relationship building and communication skills.

PROFESSIONAL EXPERIENCE

Confidential

Service, Dispatch Coordinator

Responsibilities:

Managed Service Provider Primary point of contact for inbound service calls and emails, requiring service ticket creation within ConnectWise, update and if needed schedule customer service ticket with Engineer.
Maintain service queue, keep all service requests live on Engineer Calendar, communicate to engineers to ensure tickets are updated and current as best possible. Provide Level I/II phone support, remote access support through Continuum Agent, TeamViewer, Remote Desktop Connection. Complete AD Administration when able for new account requests, permissions, including O365 EAC/EMC Support.
Work closely with Sales team for Client procurements, to ensure speedy turnaround for any service request, activity or opportunity they have received. Receive client inbound hardware, load OS and any known client application, schedule engineer to complete system load, QA test system and the required on-site installation.
Effectively communicate, within service ticket and with the customer, to ensure the client remains up to date with their service request.
Maintain NOC tickets, auto generated from the Continuum portal, for both system and server updates and reboots, requiring scheduling for applying updates and rebooting systems.

Confidential

Customer Care Representative

Responsibilities:

Phone support for pest control customers, scheduling leads for new service, appointments for service requests, providing business service communications for inbound and outbound calls. Required, 50-100 calls daily, setting daily goal for 50 outbound for initiating new services.
Provide local and remote support for Windows 7 environment, MSO Suite, Lotus Notes, corporate application installation and troubleshooting. Internet and Intranet support, including network and printer configuration and support. Internal transfer to the PC Depot Lead position. include Asset Management initiating process, to form distribution, verification, assigning new hardware, loading and shipping processes. Including multiple team members. Utilizing both Remedy and IBM ISM for managed ticketing systems.

Confidential

Desktop Support Technician

Responsibilities:

Respond to site escalated helpdesk ticket, through Remedy Ticketing System. Troubleshoot and resolve reported issues.
Image desktop systems, install required applications.
Create team documentation for support processes.
Work with Dell Support staff on-site as well as off-site for Tenet Health Care products and support.