Lady Lake, Florida, United States
Manage and support a team of agents to provide support, quality assurance, knowledge management, and special projects for a cloud based IT network.
Working with management to maintain a team of agents that provide technical support on nights and weekends. I assist with outage processes, training material creation and upkeep, time management for myself and team as well as scheduling assistance, project delegation, ticket handling, task handling. Review agents performances with management team and provide recommendations for any issues.
We worked as a team to support Linux based system used in rural hospitals across the country. We provided system backups and maintained the data for the required length of time. We supported updating the equipment and software systems. Preformed daily backup checks for any system with a reported issue.
I assisted users with technical issues via phone or ticketing system. I assisted with knowledge base maintenance and creation of new articles. Managed my time effectively and resolved issues in a timely manner. The team assisted with data recovery events, application outages, and equipment issues.
I managed a team that supported the creation of multiple software applications. The team handled the creation ideas, software updates, troubleshooting, and testing of the applications. We also managed all technical support via phone, email, and ticketing system. I also supported all the technical infrastructure of on-site equipment, which included switches, patch panels, severs, desktops, printers, handheld scanners, and shipping printers.