Melbourne Anderson

• Provide quality support to all Office 365 Business Clients internationally
• Support migrations to Office 365, ensuring a seamless transition for clients
• Track, respond to, and resolve software and billing issues.
• Researched and recommended new technologies and strategies for improving customer's work flow.
• Devised scripts and automation tools to resolve tickets
• Coach team members on de-escalation and troubleshooting processes to improve customer satisfaction and reduce escalations
• Cultivated technical expertise concerning at-issue products by reviewing up-to-date documents
• Collaborated with personnel to provide updated knowledge regarding industry application standards and specifications.
• Assist with domain setup and mail routing configuration to ensure proper functionality
• Provide resolutions to technical issues covering exchange, outlook, desktop apps, Azure Active Directory, mobile devices, Apple and Chrome computers
• Served as a customer's primary point of contact for triaging technical issues.

• Communicated with clients to verify roots and causes of computer problems.
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
• Met customer call guidelines for service levels, handle time and productivity.
• Utilized ticketing system to track customer requests and prioritize urgent needs.

More details are available

• This position was a short term role
• Employer:, Solutions
• IT Service Provider: CompuCom (contracted to support Target)
• Client:, Perform physical inspections of the building's Data Center
• Inspect and service IT devices including Lexmark printers, workstations, and monitors
• Assisted with implementation and support of network monitoring tools.
• Troubleshoot, flash, and repair RF devices and barcode scanners
• Optimized networked software and operating systems by applying updates and patches.
• Delivered helpdesk service and support to customers.
• Implemented technical solutions to solve customer issues and increase satisfaction.

• more details are available

• Created user accounts and assigned permissions.
• Helped streamline repair processes and update procedures for support action consistency.
• Installed and configured operating systems and applications.
• Managed inventory of electronic devices, including monitors, printers, PC towers, laptops, cellphones, and dedicated devices
• Tracked KPIs and created continuous improvement plans.
• Unified and directed 12 Client Service Administrators,
• Researched product and issue resolution tactics to address customer concerns.
• Documented support interactions for future reference.
• Maintained Users’ account permissions with Active Directory and provided remote desktop support.
• Developed and implemented preventive maintenance procedures.