James Ludwig

Created employee accounts through Active Directory. Set up network and application access for employees.

Oversaw problem management functions, guiding the lifecycle of all problems in Service Now, conducting bi-weekly meetings to facilitate solutions. Directed problem management activities, managing the entire lifecycle of logged issues in Service Now.

Created VPN accounts for internal employees and vendors.

Compiled and analyzed ACD reports for 20+ service desk agents, ensuring accurate tracking of phone interactions and incident resolution metrics.

Troubleshot and resolved issues related to Windows, Microsoft 365, OneDrive, Mac environments, WAN/LAN networks, VPN configurations, and proprietary software applications.

Delivered phone support for over 30 customer accounts, ensuring prompt resolution of inquiries.

Contributed to Six Sigma initiatives focused on enhancing efficiency in resolution time and ensuring accurate problem routing.

Updated knowledge bases to streamline access to new procedures and effective problem resolutions.

Administered user accounts using Active Directory.