DESKtop support
Supported over 12K users in a Windows OS environment with various networking technologies, software applications and various job functions. Addressed concerns in professional office locations to manufacturing areas based on incidents received. Reported metrics on issue resolutions as appropriate.
INCIDENT management
Viewed and assigned various support incidents to address priority issues across the campus locations. Added appropriate notes and resolution times and methods to support knowledge base system for future troubleshooting assistance. Addressed incidents based on assigned Service Level Agreements.
process management
Identified areas for process improvement, worked with engineers to determine appropriate steps for troubleshooting and created simple to follow and accurate process documentation. Reviewed existing processes and addressed any gaps and published as appropriate.