Salt Lake City, Utah, United States
Friendly and enthusiastic at relating technical information in an easily understandable manner. Personally organized, driven, and effective at providing solutions to given problems. Proactive at providing technical support on-site and remotely.
- Create and update configuration items (CIs), their relationships, and attributes based on change requests, BMC Discovery, and other data sources. - Ensure the CMDB data is accurate, consistent, and complete through data audits, data cleansing, and data normalization. - Configure and manage discovery tools to automatically identify and update CIs, as well as resolving discovery issues and reconciling duplicate records. - Define and implement data structures and relationships in the CMDB to support IT processes, such as application services, business capabilities, and technical services. - Develop, implement, and enforce CMDB policies and procedures to maintain data integrity and consistency.
- Escalate urgent and high priority problems as per defined procedures. Analyze, document, monitor and evaluate complex integrated systems. Offer after-hours help desk support during the graveyard shift. - Responsible for data center monitoring. Ensure environmental and batch processing issues are escalated.
Formerly 321Forms by Dynamic Screening Solutions (DSS). - Work with new and existing clients to build data integrations for their internal or third-party systems. This includes building and configuring report structures for payroll, benefits, and/or tax systems. - Integrations are accomplished through specific reports, SFTP configurations, or API connections. This involves testing in a sandbox environment, creating data overloads in JSON, and being familiar with programming functions and formulas. - Assist clients with both, platform and technical, support over emails and calls.
- Design and implement processes which ensure customer needs are recognized, and work closely with the product management team to ensure that suitable solutions are developed. - Work with new clients and build data integrations for their internal or third-party systems.
- Work with new clients and build data integrations for their internal or third-party systems. This includes building up report structures for payroll, benefits, and/or tax systems. - Integrations are accomplished through specific reports and API structures. This involves testing in a sandbox environment, creating data overloads in JSON, and being familiar with programming functions and formulas.
In this part-time technical support and customer service role, I was part of the implementation and training process for the new HR SaaS customers and resellers. This applied from post-sale through go-live, as well as product and feature upgrades for existing customers.
- Monitor networks and servers from a central location. Analyze issues, perform troubleshooting, and incident response. Communicate with network engineers and site technicians to track issues through resolution. - Perform Tier 2 troubleshooting and assistance to Tier 1 technicians. Provide immediate resolution for issues beyond the Tier 1 technician knowledge base. Work with little management on assigned technical projects.
- Oversee the local Support Technician Team for the purpose of developing a highly effective team and achieving outstanding end-user technical support. - Provide direction, instructions, and guidance to the local team of Support Technicians. - Provide local managerial support under the direction of the IT Support Manager, yet spend a majority of their time executing support duties.
- End-user technical support, including software/hardware troubleshooting and installation, workstation setup, and asset management. - Assist in the maintenance and troubleshooting of the company's network systems. - Consistently ensure the proper documentation of duties performed via helpdesk tickets and work logs. - Provide above and beyond customer service to agents and staff.
- Represent Intel and their premier PC core processing technology at local Best Buy stores. - The goal of this program is to create a positive service impact and boost brand awareness during peak selling hours.