Claudia A Hunter

Contractor: 4/2021 - 04/2023
Permanent Employee: 4/2023 – Present

• Achieved enhanced user satisfaction by delivering comprehensive technical support to DFW airport staff, vendors, and customers through diverse communication channels, including phone and chat. Improved resolution times for common issues like password resets and VPN connectivity problems, resulting in a better user experience. Increased efficiency by streamlining software installations and licensing procedures for multiple applications.
• Enhanced operational productivity by addressing OneDrive and SharePoint inquiries and providing mobile device support. Corrected discrepancies in automation reports related to user accounts and name changes, ensuring high levels of accuracy.
• Facilitated provisioning of network accounts for contractors and board employees, ensuring timely resolution of termination requests for non-automated accounts.
• Oversaw department ticketing queue by effectively allocating incidents and service requests to team members and technology support teams. Provided leadership support as backup team lead, guiding team members with technical queries and promoting best practices for optimal customer satisfaction and first-call resolutions. Streamlined ticket distribution for service requests to maximize team efficiency and workflow.
• Facilitated user education on optimal technical support practices and proper ticket submission protocols.
• Achieved prompt resolution of high-urgency issues through effective communication with relevant teams. Elevated user satisfaction levels by delivering comprehensive support for password resets and installations. Successfully addressed inquiries regarding SharePoint, OneDrive, and network connectivity, fostering seamless user access.
• Provided essential support by managing team inquiries and resolving escalations in supervisor's absence.
• Enhanced operational efficiency by consistently exceeding SLA metrics while staying current with new processes and procedures.
• Maintained a high level of professionalism in all interactions with clients, consistently receiving positive feedback for exceptional service.
• Participated in CAB meetings, prepared ITS Maintenance Announcements, and supported outage communications to ensure timely and accurate updates.

• Facilitated seamless operations through effective second-level support for various teams. Achieved software distribution efficiency by analyzing and testing data on all software and branding packages to circumvent issues. Elevated system performance by managing branding parameters in Postilion 5.5 and overseeing three critical RMS application servers: Triton Connect, Genmega, and Hyosung Moniview.
• Successfully onboarded all the Department's Service Now Tickets to TRAK application and presented new Change requests for CAB Approval when needed.
• Communicated effectively with Executives, CATM Operations, FI - Account Managers, and Engineering staff when delivering status updates or responding to any inquiries regarding the Remote Content Department's processes or procedures
• Demonstrated full Master Console management expertise, successfully managed all branding parameters and groups in Postilion One Image Platform
• Worked with Application Support, ATM Solutions Engineers, FI – Account Managers, and Vendors to identify the root cause and actions to correct
• Managed ATM Audit Workflow Visio Diagram that included all OS/Application maintenance packages (SQL logic format) and shared new updates with all company stakeholders
• Created and maintained Department's Wiki pages up to date to reflect current information regarding the different applications' branding, Team processes, and all RMS Servers documentation
• Managed file sharing access for QC & Production directories and always kept Department's Secure File Sharing Visio Diagram up to date
• Successfully managed all 3 RMS Systems (Hyosung, GenRMS & Triton Connect); ensured all systems were updated with the latest application version available, license renewal, and maintained minimal downtime during updates
• Successfully analyzed and cleaned data from informing ATM Audit Data Reports as well as Deployment Terminal Lists via different excel formulas such as vlookups to ensure correct terminals were targeted.
• Worked with Internal Support Teams to obtain a Mass Deployment Tool that was used to keep communication and security settings up to date on over 5000 terminals located in the Hyosung MoniView Server
• Handled all RMS issues reported by Operations Team and worked with Vendors or internal teams to ensure issues were always addressed in a timely manner.
• Consistently exceeded the 90% SLA for simultaneous software distribution projects

• Assisted Field Technicians and CATM customers in troubleshooting hardware, software, and network/communications issues and ensuring that the Project work scope was completed as requested.
• Supported different ATM Models from the various brand including Nautilus Hyosung, Triton, Genmega, Diebold, and NCR
• Provided support to Field Technicians working EMV – European Master Card & Visa Compliance Project (hardware related). The project involved over 90,000 ATMs
• Supported hardware/software integration for new and existing ATM Machines
• Worked successfully with vendors and Internal support teams to resolve network-related issues

• Supported multiple clients: Greyhound Lines, Inc., First Group of America, Schweitzer Mauduit, Lantheus Imaging, Flight Safety, Merck Pharmaceuticals, Dairy Farmers of America, Option Care and more with various technical issues.
• Assisted Clients in solving Hardware, Software, Mobile devices and Network related issues
• Typical issues were password resets, MS Office application inquiries, exchange issues, migration from Windows XP to Win 7/8/10, VPN and remote connectivity issues
• Top Tier performance record, resolving over 85% of service calls on first contact basis
• Handled general bulletins and outage notifications
• Full management and support of end-user accounts with tools such as Active Directory, SAP and Citrix
• Built and maintained successful relationships with second-level support Technicians, service providers, and customers
• Trained new employees and performed quality evaluations
• Assigned by Manager to participate in call center projects for hardware and software testing

• Act as the first point of contact for all customer computer and software application issues ranging from Microsoft applications to proprietary Software. Provided Spanish On-call support for the IT Department.
• Ensure customer problem resolution on all IT platforms (LAN/WAN, Tandem, IBM Mainframe & Telephones)
• Coordinated problem diagnosis/resolution for point-of-sales applications, hardware, communications training, and Computer Hardware Troubleshooting, Software Troubleshooting, Citrix, Cisco VPN, IIS, and Windows
• Provided Support for customer contact via email and processed company General Bulletins
• Provided Spanish On-Call support for the after-hours team
• Maintained detailed documentation for 2nd-level technicians
• Provided Support in a 24x7 environment on various shifts
• Consistently meeting and exceeding performance metrics
• Trained new agents and created TRIPS accounts for new users
• Effective communication with customers allowing 85% first-contact resolution
• Maintained knowledge necessary to continue support in a multi-level environment
• Technologies: Server 2003, Windows 95, Windows 98, Windows XP, POS, Kiosk, Touch Screen Monitor