Rockwell AutomationManager / Tier 3 technical support
Apr. 2015 - Feb. 2017Research Triangle Park North Carolina, U.S.A.Senior Specialist | Management Group | Global Service Desk | Rockwell Process Automation | Contracted Fix or triage escalations from tier one agents Call queue management Primary contact for Critical Incident Management and escalations SMS package push and end client troubles shooting Tier one and Tier two agent mentoring evaluation and supervising Tier two queue management and incident resolution Global Service Desk communication facilitator Knowledge Base Integrity Lotus Notes Palo Alto Networks Azure Cloud RSA Management Console CyberArk privileged application management Symantec Enterprise Management Console Microsoft SCCM 2012 Configuration Manager Microsoft Server 2008r2, 2012 Active Directory Users and Computers Microsoft Office 365 SAP