Hire a Remote Customer Success Associate from United States

About me

I currently work as a Service Desk Analyst II for Nemacolin Resort. Computers and electronics started out as a hobby for me in my youth, and it changed into a career. I view computers and help desk issues systematically; I always try to anticipate the “what if”. I feel accomplished when I can effectively address customer needs. I strive to make complicated situations easy for customers and colleagues.

Professional area

Customer Support

Skills

Active Directory Android MacOS Microsoft 365 Mobile Device Management (MDM)Networking Technical Support Technical Writing VMware VMware vSphere Windows OS Windows Server

Education

May 2016 - Jan. 2018 Network Administration and Security @ Laurel Business Institute

Experience

Oct. 2022 – Present Service Desk Analyst II @ Nemacolin Woodlands: Providing support to end users by creating, routing and remedying tickets within daily or otherwise specified SLAs, ensuring quality and productivity metrics are maintained.
Providing end user support for Microsoft 365 accounts and Active Directory accounts, software and peripheral management, device deployment and maintenance.
Built Windows deployment server for new laptop and desktop deployments.
Provided support for Avigilon Security Camera systems, VMWare VDIs, Sonifi Chromecast management, and HotSOS incident account management. Cisco UCM phone management, Along with Soti MDM configuration.
June 2022 – Oct. 2022 Service Desk Analyst @ Cognosante: Providing support to end users by creating, routing and remedying tickets within daily or otherwise specified SLAs, ensuring quality and productivity metrics are maintained.
Providing end user support for Microsoft 365, software and peripheral management, device deployment and maintenance.
Answered inquiries regarding student loans, and loan forgiveness.
Nov. 2021 – June 2022 Computer Technician @ Major Solutions: Supported end users with OS and program installations, computer repair, Acronis backups, VOIP, and Microsoft 365.
Apr. 2021 – Nov. 2021 Manufacturing Estimator @ Hranec Sheet Metal: Assisted customers with ductwork order quotes, performed onsite upgrades, data transfers and email setups on systems.
Nov. 2019 – Apr. 2021 Help Desk Manager @ Ford Office Technologies: Providing support to end users by creating, routing and remedying tickets within daily or otherwise specified SLAs, ensuring quality and productivity metrics are maintained.
Providing end user support for Microsoft 365, software and peripheral management, device maintenance, and problem resolution.