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Work Background
Escalation Specialist
HTC Global ServicesEscalation Specialist
Feb. 2023Michigan, United States
Help Desk Support Analyst
HTC Global ServicesHelp Desk Support Analyst
Mar. 2021 - Feb. 2023Troy, Michigan, United StatesAnswered calls in order to help end users with password resets, mapping shared drives and printers, fix common computer issues, Citrix, and 2FA enrollment issues among other problems. For any issues that needed to be escalated, all necessary information and screenshots were obtained and sent out. I was also shadowed by new employees who were joining the team and answered any questions they had.
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