Provide support and service to internal users with various hardware and software applications. Manages inbound technical inquiries from basic to complex hardware, software and network issues. Processed 25+ inbound calls for password reset, network issues and uninstall/reinstall of software. Documented all actions taken and escalated when necessary to higher level support teams when unable to resolve. Utilized service now knowledge base for step by step resolution to common technical issues across the enterprise. Show less

Configure,replacement end user laptop, desktop of VDI depending end user need and line of business. Decommission out of warranty end user assets. Deploy VDI and or laptop/desktop to end user built to specified user profile. Assist end user with ordering replacement equipment as well as requests for removal of peripheral devices, i.e monitors keyboards, mice and printers. Utilize proprietary ticketing software to track and document configuration, decommission and redeployment. .

Enrolled in the Associates of Information Technology Computer Support degree program with an expected graduation of Summer 2012.

Created, responded to, escalated ad closed tickets received from first level technical support. Maintained and updated tickets with steps taken to resolve issue as well as document any additional information provided by end user. User available resources such as Go to Assist, LAPS, and Active directory to assist in resolution of incidents

* Assisted store manager and management team in sorting and preparing merchandise for sale on the retail floor. Prepared merchandise for shipment to appropriate locations in a timely manner * Assisted in stock rotation, rack maintenance and organization in a presentable manner. * Demonstrated effective communication skills to convey correct information to appropriate person.

Provide support in inbound call center to policy holders, claimant carriers and partners about claim status, coverage, deductible, liability and payment requests. Researched and evaluated claims for payment, liability, rental and deductibles. Identified and recommended referral of potentially fraudulent claims to SIU. Processed activities through zone proxies and claims to route to correct parties. Responsible for the processing of payments through assigned zone queues withing 10-day SLA. Processing approximately 10-15 subrogation payments a day. Show less

January 2013 - February 2013 Customer Service Representative | Micro Center | Hilliard, Ohio Provided support for all 23 retail stores via telephone across the U.S, with purchases, store inventory, hours of operation and problem resolution. Also assisted customers via telephone with online ordering, password recovery, and creating an insider account via the company website. July 2011 - December 2012 Technical Support Representative | Micro Center | Hilliard, Ohio Interacted with customers to provide support by identifying problems, researching answers, troubleshooting problems, and guiding clients through corrective steps to resolve issues. Created troubleshooting articles for the online support site. Assisted with technical support for desktop and laptop purchases for 23 Micro Center stores nationwide.