Andrew Hampton

• Triage over 60 per day on a wide variety of issues regarding hardware, software, access requests, etc.
• Work chat sessions and self submitted tickets with users in the same manner to troubleshoot and resolve issues.
• Resolve callbacks on existing tickets sent to tier 2.
• Help end users through upgrades and migrations such as Microsoft 365, quarterly Epic updates on their personal iOS and Android devices.
• Write and update Knowledge Bases Articles (KBAs) within Service Now to continuously be ahead of our customers’ needs and our analysts' processes.
• Work through outlined process in any given situation; search keywords, work through KB steps, troubleshoot, warm transfer, gather info and escalate, flag KBs for updates, and work with leadership and others to continue to adapt to our customer’s needs
• Maintain an open and constructive line of communication with others at all levels, specifically meetings, but including call to call with end users.
• Performed system analysis, documentation, testing, implementation, and user support for platform transitions.
• Validated results and performed quality assurance to assess accuracy of data.
• Cultivated relationships with industry leaders and within company to share tips and information.
• Recommended process improvements to continually identify, analyze and fix constraints and challenges.
• Optimized core processes to improve business performance and operational agility.
• Queried databases for information needed for report processing.
• Conducted system analysis and implementation to maintain and improve computer systems.

Triaged user requests and incidents regarding hardware and software leveraging multiple applications for resolution.

• Performed system analysis, documentation, testing, implementation, and user support for platform transitions.
• Validated results and performed quality assurance to assess accuracy of data.
• Installed system updates to address vulnerabilities and reduce security issues.

Managed the returns process for direct ship products.

• Resolved concerns with products or services to help with retention and drive sales.
• Analyzed customer feedback for process improvements to achieve long-term business objectives.

Worked in call center environment handling manual and automatically dialed outbound calls.

• Educated borrowers on the consequences of continued non-action, as well as the assistance programs available to them as former students in need.

Worked in call center environment handling manual and automatically dialed outbound calls.

• Contacted borrowers to discuss rehabilitation and consolidation options of their defaulted student loans
• Achieved performance goals on consistent basis.