Deborah Muntobo

• Working knowledge of Altice USA Corporate, Call Center, and Field tools. Enterprise level support in Windows & Mac OS Environments.
• Manage incoming call volume levels and support tickets (ServiceNow). Relay trends, critical/high priority issues to our escalation points
• Delivers customer service through multiple channels including chat or calls
• Served as the primary point of contact for all IT-related queries within the organization, directing users to appropriate resources when necessary.

• Access Management (Active directory, Exchange/0365, proprietary Altice systems).
  
• Perform user verifications and password resets
  • Provides first line investigation and diagnosis and promptly allocates unresolved issues as appropriate
  • Maintains records, informs users about the process and advises relevant persons of actions taken
  • Escalates, if needed, unresolved problems to a higher level of support
• Wireless/Mobile Support (Activations, Access, general troubleshooting)
  • Assists with the development of standards, and applies these to track, monitor, report, resolve or escalate issues
• Working knowledge of incident management procedures
• Enhanced customer satisfaction by providing timely, accurate, and empathetic support.
• Collaborated with IT teams to resolve complex issues, ensuring minimal downtime for end users.
• Reduced ticket resolution times with thorough troubleshooting and effective communication skills.
• Proactively identified recurring issues and worked with relevant departments to implement solutions.
• Escalated critical incidents appropriately while maintaining clear communication throughout resolution process.
• Maintained detailed documentation of incidents and resolutions, aiding future troubleshooting efforts.
• Supported a diverse range of users across multiple locations by addressing software, hardware, and network issues effectively.
• Implemented remote desktop support tools to increase efficiency in resolving user problems remotely.
• Assisted in training new team members on service desk procedures, tools, and best practices.
• Provided after-hours support as needed to minimize business impact during downtime events.

• Receive, configure, and deploy tablets, desktops, laptops, and server computers into customer environments.
  • Re-image/Replace/Repair/Chromebooks/PCs-fix hardware such as screens, keyboards, hard drives, memory, etc.
  • Perform break/fix and troubleshooting tasks on customer hardware and clean, disinfect and inspect IT equipment.
  • Take ownership of user problems and be proactive when dealing with End user problems.

•Communicate within business leadership, keeping them up today with migration impact and status identification, troubleshooting and resolution of desktop support issues.

• Go to Assist / Remote Desktop service.
• Maintain and provide detailed support documentation.
• Attend meetings and provide solutions for support for Service now ticket system workflow and escalation process.
• Following diagrams and written instructions to repair a fault or set up a system
• Supporting the roll-out of new applications or updates
• Testing and evaluating new technology
• Maintaining documentation and hardware/software registers
• Talking staff or clients through a series of actions, either face-to-face or over the telephone, to help set up systems or resolve issues.

• Implemented preventative measures to minimize security risks in desktop environments.
• Providing KVM and Desktop support to the end user.

• Install and configure software (AWS, Microsoft Azure, Google cloud, etc..) and hardware (mouse, keyboard, printer, desktop, laptop, etc.)

• Set up employee accounts and workstations

• Monitor performance and maintain systems according to company requirements • Troubleshoot issues and outages

• Ensure security through access controls, backups, and firewalls • Upgrade systems with new releases and models

• Upgrade desktop for surplus pick up.

• Develop expertise to train staff on new technologies

• Responded to trouble ticket and repair laptops and desktops that are not operational upon receipt.

• Tech support covering generic PC and Networking issues. Server hardware maintenance
• IT installation/de-installation and support covering various network and PC related devices: Cat-5 runs, VOIP, Router/Switch configuration, Wi-Fi setup/install, POS installs,Server maintenance, Remote wireless monitoring...