LILLIAN SIEFKEN

• Provided hardware / software / network problem diagnosis / resolution via telephone/email/chat for customer’s end users Classify Service Calls according to the specified options
• Route problems to internal 2nd and 3rd level IT support staff using knowledge base articles
• Coordinate with level 2 and 3 and support staff that provide hardware / software / network problem resolution
• Use the ServiceNow to document and manage problems and work requests and their respective resolutions and circumvention's
• Respond to telephone calls, email, instant messages, and assigned tickets from incident dispatchers; Assign work orders / incidents to appropriate support teams if necessary and follow up until resolved.
• Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps
• Troubleshoot client software and basic network connectivity problems remotely using Bomgar/Director
• Identify, evaluate and prioritize customer problems and complaints
• Maintain quality standards for incident documentation and phone calls
• Communication (internally / externally) about Service Calls, e.g., communicates the status of the Service Call directly with the customer or broadcasts to a larger audience as defined per SLA.Report about Service Calls ,Communicate response times for dispatched tickets to the customers
• Manage the entire service request process ensuring adherence to SLA and Execute service requests such as setting up NT/Outlook accounts as per the SLA
  

Skills and Softwares.

• Windows Operating systems
• Clients: Windows7, Windows Vista, Windows XP, Windows 2000
• Servers: Windows 2000, Windows 2003, Windows 2008,
• Knowledge of Active Directory, Exchange 2003/2007
• ITSM ticketing tools such as Remedy, HP Service Center, Peregrine Service Center
• User account creation for Active Directory, Exchange Mailboxes, Distribution lists
• Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools
• MS Office Suite (XP, 2003, 2007): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio
• Internet browsers (e.g. Explorer, Chrome, Firefox),
• VPN and remote dial-in users
• Support for laptop, desktops, and printers
• PDA and blackberry support ,Adobe Acrobat and other common desktop applications like Winzip, etc

• Take inbound and outbound phone calls and answer any inquiries from our customers.
• Offer support and while working with Customers.
• Provide creative solutions to deescalate our caller's concerns.
• Worked to improve and enhance patient lives through effective and compassionate care.
• Adhered to all resident lifting and safe lifting instructions and rules.
• Obtained patient information to properly record and document information, including demographics and medical histories.
• Communicated regularly with patients about billing issues, appointments and procedures.
• Managed incoming phone calls per to resolve patient inquiries and refer calls to appropriate departments.
• Maintained routine communication with clients to assess overall satisfaction, resolve complaints and promote new offerings.
• Interacted with problematic accounts, helping to build lasting rapport and boosting revenue opportunities.

• Resolve field maintenance events issues through trouble tracking, coordination, notification, escalation, and documentation of technical assistance requirements.
• Restored and or prevent service interruption through proactive and reactive network surveillance and troubleshooting.
• Performs basic administration, communication and enforcement of Change Management policies and procedures.
• Performs basic administration, communication and enforcement of IT enterprise security policies and methodologies.
• Handling customer technical support cases through phone and email submission.
• Addressed and resolved technical problems that an end-user may have been experiencing such as hardware, software, and peripherals issues Created and fulfilled service tickets for end-users that required replacement systems, secondary systems, loaner systems and hardware upgrades.
• Resolved issues with systems, hardware and telephones quickly and accurately.
• Provided Tier 1 IT support to non-technical internal users through desk side support services.
• Documented all transactions and support interactions in system for future reference and addition to knowledge base.
• Submitted service tickets for equipment maintenance requests.
• Assisted customers in identifying issues and explained solutions to restore service and functionality.

• Process all document control of RFI submittals, change orders, correspondence, permits, drawings, specs, and reports in a systematic and traceable manner, assisted in processing certified payroll on prevailing wage jobs.
• Receive and process payable invoices for the general contraction department by matching to a purchase order or contract.
• Obtain cert Insurance for awarded projects.
• Responsible for obtaining Construction Project Manager Approval's on monthly progress billings, change orders and project specific invoices and resolve any discrepancies.
• Responsible in obtaining Certificates of Insurance for every assigned awarded project.

• Designed and executed a weekly and monthly schedule to hit personal goals.
• Establishing a contact and scheduling of clients.
• Tracked and reported all marketing efforts using the outlook.
• Office Management.
• Data entry.
• Answering Phones and screening.
• Appointment Setting.

• Designed and installed audio and multimedia projection system in main auditorium and various meeting rooms.
• Diagnosing and repairing faults, resolving network issues, and installing and configuring hardware and software.
• Maintain and install audio, visual, lighting and telecommunications.
• Provide desktop support for networked computer systems.
• Maintaining the audio/visual and lighting equipment Assisted In redesigning of Audio/Visual system.
• Used diagnostic tools to identify hardware failures and replace non-functional components.
• Answered calls and emails at company's help desk, assisting employees and customers with troubleshooting computer issues.
• Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
• Backed up company data on regular basis, successfully recovering critical information after malware attacks.
• Linked computers to network and peripheral equipment, including printers and scanners.
• Configured hardware, devices and software to set up work stations for employees.
• Tested and installed motherboards, processors and graphics cards on desktops and laptops for corporate staff.
• Removed malware, ransomware and other threats from laptops and desktop systems.
• Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
• Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.

• Assisted companies in going public on the NYSE, AMEX, NASDAQ, OTCBB and Pink Sheets.
• Also helps foreign private companies or foreign public companies with dual listings or ADR in going public.
• Responsibilities and duties included:.
• Designed and executed a weekly and monthly schedule to hit personal goals.
• Establishing a contact and scheduling of clients.
• Tracked and reported all marketing efforts using the outlook.
• Office Management.
• Data entry.
• Orders for office supplies.
• Office filing.
• Answering Phones and screening.
• Created a system that significantly enhanced the ease and accuracy of tracking client requests.
• Marketing at Security trade shows and convention.
• Pick-up, shipping and packing orders using UPS and FEDEX.

• Answering Phones.
• Consultative Selling Strategies.
• Accounts receivable and payable.
• Office Management.

• Dealt with Cash Transaction.
• Opened banana republic Credit Cards.
• Taking Phone orders.
• Balanced and organized cash register by handling cash, counting change and storing coupons.
• Improved operational efficiencies while managing customers requests, store inventory, transactions, new purchase orders and pricing needs.
• Completed setup, breakdown and product preparation for promotional displays and in-store demonstrations.
• Offered each customer top-notch, personal service and polite support to boost sales and customer satisfaction.
• Greeted customers, helped locate merchandise and suggested suitable options.
• Skilled using cash register including processing sales discounts and refunds.
• Used POS system to process sales, returns, online orders and gift card activations.
• Refunded payments for returned items, processed exchanges and offered store credit to achieve customer satisfaction.
• Generated brand awareness and positive product impressions to increase sales.
• Issued receipts and processed refunds, credits, or exchanges.
• Provided excellent customer service to cultivate loyalty and satisfaction.
• Educated customers on promotions to enhance sales.
• Trained new associates on cash register operations including opening, conducting customer transactions and balancing drawer.