Newark, New Jersey, United States
Provided level-one phone support with users working at KPMG and gave step-by-step instructions to fix their issue Throughly documented and resolved user's issues or requests using the firm's ticket handling system, ServiceNow, and if needed, escalated tickets to the next level team to find an effective solution Managed over 40 daily user accounts through Active Directory, maintained and repaired security systems as well as provisioned network access through RSA and Cisco AnyConnect VPN. Used Knowledge Base to look up articles that provided guidance to assist in problem solving in a timely manner
Assisted in COVID protection, held small group sessions, provided one on one tutoring, provided assistance with general tech support with students if needed.