Aaron Oblak

Hybrid working job

• Provided first level support for generalist team taking up to 10 calls a day and moving 10 to 20 tickets from email queue
• Generalist team takes calls from all companies and is not part of a core team. Core teams are created for large companies and only handle problems from that customer.
• Documented interactions and troubleshooting steps inside of Service Now ticket system for future reference
• Important to follow different ticket and troubleshooting requirements as each company has different sets of rules
• Used extensive knowledge base to locate relevant information to resolve issues based on customer
• Each ticket must be properly filled out and formatted clearly for future reference by another agent or resolution
• Following up with clients on a daily basis to ensure optimal customer satisfaction and to confirm problem resolution
• Using good soft skills on phone calls to properly control the interaction and educate the user when necessary
• Picking tickets up from email ticket queue in a timely matter throughout the workday to ensure that no service level agreements are breached
• Also troubleshooting the tickets from the email queue based on given instructions or finding solutions in knowledge based articles before sending off to next level support or engineering team
• Important that each ticket be properly read and understood before taking any action
• Manned data center on weekends performing daily tape rotations with a daily workaround to ensure the systems kept a healthy state and to take necessary action if any anomalies were found

• Package handler
• Stacked boxes in the back of shipping trucks in a safe and secure manner
• Moved boxes on palettes to proper locations to be stacked in shipping trucks
• Used forklift to move large stacks of palettes into shipping trucks
• Sorted packages based on size and description to the proper conveyer belt to arrive at their proper destination

• Shuttled completed cars coming off the line at the Ford Assembly Plant (Michigan Assembly Plant)
• Drove cars from the plant to off site lots to await pickup from vendor
• Followed code that was written on windows to show which lot and which bay cars have been assigned to
• Waited to be picked up by shuttle bus to complete the process
• Crucial to be a good defensive driver as many hours of travel were needed
• Anywhere from 1 to 4 cars could be moved an hour