Gail Gemar

My Crop Technologies, LLC

04.2012 - Current

Improved service desk efficiency by streamlining processes and implementing best practices.
Reduced ticket resolution times with thorough troubleshooting and effective communication skills.
Enhanced customer satisfaction by providing timely, accurate, and empathetic support.
Collaborated with IT teams to resolve complex issues, ensuring minimal downtime for endusers.
Consistently met or exceeded key performance indicators related to service quality and response times.
Assisted in training new team members on service desk procedures, tools, and best practices.
Implemented remote desktop support tools to increase efficiency in resolving user problems remotely.
Provided after-hours support as needed to minimize business impact during downtime events.
Developed strong working relationships with vendors to expedite issue resolution and maintain optimal system performance.
Addressed user customer service concerns and decided when to escalate problems to specialist team members.
Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.
Created user accounts and assigned permissions.
Engaged in user support interactions via telephone, chat and email platforms.
Managed high-volume ticket queues efficiently, prioritizing urgent requests for prompt attention.