Mario Smith

● Responsible for Outlook Management queue, ensuring that the issue is
addressed within service target goals. Second tier of support for software, hardware, and networks.
● Manage problems from identification of the root causes through major incidents to provision of quality solutions and service recovery/delivery. Strong business/customer focus. Utilize an Interaction/Incident management tool to open tickets on all calls, track open tickets, escalate end-user problems, and follow through to ensure resolution and closure using service now tracking system.
● Research and reproduce and where necessary resolve client reported issues. Focus on ensuring IT services are delivered and supported effectively and efficiently with a primary emphasis on first time call resolve. Fulfill user request, fix their problems as well as carry out routine tasks.
● Orchestrated technical aspects of WOW cart upgrades across multiple hospital campuses, ensuring continuity of mobile clinical services
● Maintained 98% customer satisfaction rating while handling 200+ support tickets monthly
● Developed automation scripts that reduced routine task completion time by 35%