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Work Background
Buchanan Ingersoll & Rooney PCService Desk Specialist Tier 1
Jan. 2024Pittsburgh, Pennsylvania, United States- Deliver exceptional technical support to internal stakeholders, promptly and effectively addressing inquiries with a focus on exceeding expectations.
- Prioritize, resolve, or escalate support requests, ensuring timely resolution and utmost user satisfaction.
- Establish and refine Service Now ticket quality control procedures to ensure precise issue documentation and resolution accuracy.
- Proactively identify and spotlight emerging issues to initiate problem management and achieve comprehensive resolution.
- Create and maintain knowledge content to streamline issue resolution processes and enrich internal resources.
- Engage in after-hours on-call rotations to promptly address critical issues beyond standard working hours.
Michael Baker InternationalHelp Desk Analyst I
Jun. 2023 - Jan. 2024Moon, Pennsylvania, United States- Independently investigate and implement solutions to technical issues. - Solve technical help tickets submitted to Microsoft Service manager via Microsoft Teams, phone, email, and in office. - Offer IT support for operating systems, productivity software, engineering CADD software, and a variety of other applications used internally. - Identify recurring technical issues and propose solutions to address the root of the problems to facilitate the execution of company wide IT project.
- Utilize Microsoft SCCM to deploy software to company devices, Azure Active directory to resolve end user issues, while also utilizing PXE to deploy system images to end user devices.
CMS Mortgage Solutions IncService Specialist II & Technical Support
Dec. 2022 - Jun. 2023Buffalo, New York, United States- Provided comprehensive technical support and assistance as a CSR for a lender servicing company.
- Specialized in resolving customer issues related to CSR technical support, website navigation, and mobile app usage.
- Proficiently handled tasks including MFA reset, password reset, and troubleshooting OS or browser-related issues.
- Educated customers on self-service capabilities to enhance their access and efficiency.
- Assisted customers in understanding various aspects of mortgage servicing, including escrow accounts, interest payments, and insurance policy management.
- Offered guidance on mortgage maintenance to empower customers with self-sufficiency.
- Ensured first-call resolution and customer satisfaction by adeptly handling inquiries and collaborating across departments to resolve issues promptly.
ASTCall Center Supervisor & Technical Support Specialist
Jan. 2021 - Dec. 2022Brooklyn, New York, United States- Supervised a team of representatives to ensure adherence to QA standards set by the organization and industry regulations.
- Provided support for employee VPN troubleshooting within Citrix and imparted IT knowledge to enhance job performance.
- Enforced technological guidelines among call center representatives across various teams.
- Managed a team ranging from 8 to 20 representatives, offering troubleshooting assistance to team leads in the outbound calling call center department.
- Facilitated the creation and submission of daily reporting analytics, compiling comprehensive documents detailing daily call center activities, issues, and successes of all CSRs within the department.
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