Kyle LaCroix

Handled 15–25 inbound service desk calls daily, providing real-time technical support to over 4,000 TurboTax and
QuickBooks experts.
• Delivered expert troubleshooting for VPN connectivity, browser issues, Microsoft Outlook, MFA (PingID), and software installations via LANDesk.
• Resolved access and provisioning issues in Active Directory, ensuring accurate user permissions and account configurations.
• Utilized ServiceNow for ticketing and documentation, detailing steps taken, resolutions applied, and recurring issue trends.
• Supported users via phone, chat, and remote desktop tools (LogMeIn), achieving rapid issue resolution and minimal expert downtime.

• Responded to approximately 25 inbound calls daily, providing Tier 1 support for hardware, software, and network issues, and
  escalating to specialists as needed to ensure timely resolution.
  • Troubleshot and resolved technical issues related to Windows 7/10 PCs, printers, VPN (Cisco AnyConnect), and Microsoft.
  365 applications, maintaining SLA compliance.
  • Used tools like SCCM to deploy software packages, and Bomgar for remote desktop support; assisted users with password.
  resets, account creation, and Intune-managed mobile device support.
  • Logged service requests, incidents, and change orders in ServiceNow, managing ticket queues and accurately documenting.
  all actions taken in the call tracking database.
  • Supported user account administration via Active Directory, including account creation, password resets, and mirroring existing user profiles for onboarding.

• Handled 15+ daily inbound service desk calls, delivering Tier 1 technical support for hardware, software, and network-related.
  issues in Windows 7/10 environments.
  • Diagnosed and resolved issues with VPN (Cisco AnyConnect), Office 365, Outlook, and Active Directory; escalated.
  unresolved cases in alignment with SLA requirements.
  • Logged service requests and change orders in ServiceNow, ensuring accurate documentation and proper routing to specialized support teams.
  • Delivered remote assistance via Bomgar for PCs, printers, iPads, and iPhones; performed password resets and account unlocks to restore user access.
  • Provided mobile device support through MobileIron, troubleshooting configuration, connectivity, and device security concerns for end users.

• Responded to 15–25 inbound calls daily, providing technical support for hardware, software, and connectivity issues across.
Windows 7/10, printers, and mobile devices.
• Resolved VPN connection issues using Juniper Network Connect, Cisco AnyConnect, F5, and Easy Connect; supported RSA.
token configurations and Wi-Fi troubleshooting.
• Delivered user account and access support through Active Directory, including password resets, account creation, and CSS Mainframe login issues.
• Managed service requests and incidents in ServiceNow; documented resolutions, dispatched work orders, escalated complex.
issues, and maintained SLA compliance.
• Remotely supported users via LogMeIn, AirWatch, and Mobile Iron; pushed apps, guided iOS VPN setup, and ensured accurate workflow documentation in the call tracking system.

• Responded to 15–25 inbound customer calls daily, delivering prompt and courteous service to address inquiries and resolve
  issues effectively.
  • Utilized Citrix software to accurately update and maintain customer account information in compliance with company standards.
  • Resolved concerns related to CVS coupons by clearly explaining promotion details and troubleshooting issues, ensuring customer satisfaction.
  • Maintained detailed call logs and documentation to support case tracking and quality assurance efforts.
  • Demonstrated strong problem-solving skills and a customer-first attitude, contributing to positive customer feedback and retention.