Austin Gagnier

• Familiar with ServiceNow for IT service management and workflow automation.
• Providing excellent customer service by directly communicating with clients to narrow down requests and often meeting at the location of the issue for more information on the request.
• Often using AppOS and in-house tools like Nextink and CAT to quickly provide a solution to the issue while adhering to key service level agreements (SLAs).
• Follow up with clients after service is complete to ensure troubleshooting was effective and resolved the issue.
• Track and manage assets while overseeing IT audits on location to ensure accuracy.
• Coordinate with local teams and other enterprise-wide teams for resolution on reported issues.

Delivered exceptional customer service, ensured timely deliveries, safeguarded sensitive information, coordinated with dispatchers, and accurately managed documentation for 12 cases daily.