Kimberly Wampler Samsel

• First line of contact, call center environment, provide 1st and 2nd level support.
• Processed self-service tickets and escalated unresolved issues to appropriate teams.
• Prioritized incoming calls and tickets to optimize support response.
• Delegation of tickets to internal and outlying technicians.
• Demonstrated proficiency in using Windows 7 and 10 operating systems.
• Configured Avaya conference accounts for user accessibility.
• Followed up with customers on ticket resolution to ensure satisfaction.
• Managed multiple tasks simultaneously in a fast-paced environment.
• Executed validation and password reset procedures across multiple systems.

• First line of contact, call center environment, provide 1st and 2nd level support.
• Processed self-service tickets and escalated unresolved issues to appropriate teams.
• Processing of self-service tickets, escalation to the correct team if unable to resolve.
• Delegated tickets to internal and external technicians for efficient resolution.
• Utilized Windows 7 and 10 to support daily operations.
• Configured Avaya conference accounts for team collaboration.
• Followed up with customers post-resolution to ensure satisfaction with service.
• Managed multiple tasks efficiently in a fast-paced environment.
• Conducted troubleshooting and repair of Service Suite applications.
• Utilized Service Now ticketing system for efficient issue management.

• First line of support for incoming calls across districts.
• Coordinated service desk staff to ensure efficient ticket resolution.
• Delegation of tickets to internal and outlying technicians.
• Creation of tickets for trouble calls, resolution follow up and customer satisfaction.
• Hardware/software troubleshooting, installation and removal.
• Created tickets for trouble calls, followed up on resolutions to ensure customer satisfaction.
• Support of Office 2007 Suite.
• Troubleshot and repaired new and crashed systems to restore functionality.
• Developed training materials for clients to enhance their understanding of software applications.
• Exchange 2010 email individual/group set-up and maintenance.
• Windows 2008 Active Directory user and group setup.
• Active Directory permissions changes and old account cleanup.
• Exchange 2010 email individual/group setup and maintenance.
• Client training materials.

• Provided phone and desk side support for Windows XP, ensuring user access to critical systems.
• Support of Microsoft Office Suite.
• Performed imaging for new and crashed systems.
• Hardware/software troubleshooting, installation and removal.
• Troubleshot and repaired crashed systems to restore functionality and minimize downtime.
• Archive and restoration of client files.
• Developed training materials for clients.
• Printer/fax repair and support.

• Phone and desk side support of Windows 2000, XP, and NT.
• Trained clients on Microsoft Office Suites and Lotus Notes to enhance their software proficiency.
• Troubleshoot, repair/rebuild crashed systems (new and existing).
• Routing and resolution of incoming calls from levels 1-3 of helpdesk/pc support.
• Training clients on laptop/desktop usage, including appropriate location of files to ensure backup.
• Troubleshot and repaired crashed systems, ensuring minimal downtime for users.
• Archived and restored client files to ensure data integrity.
• Provided basic setup and support for Lotus Notes to assist users.
• Coordination and set-up of Webex, Video and Audio conferences.
• Managed routing and resolution of incoming helpdesk calls from levels 1-3, improving response times.

• Phone and desk side support of Windows 2000, XP, and NT.
• Windows 2003 Active Directory user and group set-up.
• Trained clients on laptop/desktop usage, emphasizing proper file location for backup.
• Exchange 2003 email individual/group set-up and maintenance.
• Hardware troubleshooting, installation and removal.
• Software troubleshooting, installation and removal.
• Trouble shoot, repair/rebuild of crashed systems.
• Image creation for new systems.
• Led the planning and execution of a large-scale PC deployment project.
• Developed training materials to enhance client understanding of software tools.
• Lead for pc deployment project.
• Assisted level I and II technicians with prioritization and resolution of complex issues.
• Creation of training material.
• Coordination of equipment and account access for Federal and State auditors.
• Coordination of office and personnel moves.
• Assist level I and II technicians with priorities and higher level problem resolution.

• Phone and desk side support of Windows 2000, XP, NT and 98.
• Trained clients on Microsoft Office Suite and Outlook to enhance their software proficiency.
• Troubleshoot, repair/rebuild crashed systems.
• Training clients on laptop/desktop usage, including appropriate location of files to ensure backup.
• Troubleshot and repaired/rebuilt crashed systems to restore functionality and minimize downtime.
• Archived and restored client files to ensure data integrity and accessibility.
• Asset check in/return for leased systems.
• Developed training materials for clients to enhance their understanding of software features.

• Provided phone and desk side support for Windows 2000, XP, NT, and 98, ensuring seamless operation for users.
• Trained clients on laptop/desktop usage, guiding them on file organization for effective backup.
• Routing and resolution of incoming calls from levels 1-3 of helpdesk/pc support.
• Active directory user account set-up and account lock resets.
• AS400 account lockout resets.
• Set up and provided basic support for Lotus Notes, assisting users with initial configurations.
• Training clients on Microsoft Office Suites and Lotus Notes capabilities.
• Lotus notes set-up and support (basic level).
• Followed up with customers to confirm satisfaction with issue resolution and support received.
• Routed and resolved incoming calls from levels 1-3 of helpdesk/pc support.
• Coordination with client for shipping old system and returning new system, same day service.
• Archive and restoration of all client files.

• Phone and desk side support of Windows 2000, XP, NT and 98.
• Windows 2000 Active Directory user account set-up.
• Exchange server account/group set-up.
• Windows 2000 Active Directory user account setup.
• Exchange server account/group setup.
• Hardware troubleshooting, installation and removal.
• Maintained detailed records of PC inventory to ensure accurate asset management.
• Trouble shoot, repair/rebuild of crashed systems.
• Developed comprehensive training materials to enhance user proficiency.
• Training clients on Microsoft Office Suite and Outlook capabilities.
• Coordinated procurement of computers, peripherals, and supplies to ensure operational readiness.
• Diagnosed network connectivity issues across fiber, wireless, switches, and ports to maintain system stability.
• Request quotes and order computers, peripherals and supplies.
• Monitor Novell server for free space and user space restrictions.
• Created ghost images of completed systems for efficient backup and recovery.
• PowerPoint presentation setup and posting for managerial meetings company wide.
• Complex excel spreadsheets and mail merges.

General Credits