Steffon Taylor

• Handled secure information for companies under the UTC/RTX umbrella (, , Carrier Global, , Collins Aerospace, etc.)
• Managed user licenses for products such as the Adobe subscription suite,.
• Software installs were done from servers, websites, & application vault
• Interacted with users via Outlook, Bomgar Chat, & Skype, Teams, & on the phone.
• Managed time efficiently in order to complete all tasks within deadlines.
• Self-motivated, with a strong sense of personal responsibility.
• Currently overseeing a team responsible for the complete installation process of a specialized application.

ATOS/Umass

• Accept inbound requests via Genesys IP phone, Skype chat, email and Service Now ticket queues
• Troubleshooting Windows 7 Enterprise Suite including Outlook 2013 & 2016, Outlook Web App, Microsoft word, Internet Explorer in addition to third party applications and client specific websites
• Document, resolve and escalate incidents as needed
• Assist with training and supporting fellow agents
• Mapping Printers, unlocking profiles via Active Directory, Lockout Status & other applications such as Allscripts, IDX & Sorian
• Research older tickets in remedy, and navigate the knowledge database depending to ensure the greatest outcome
• The majority of clientele was comprised of busy healthcare professionals, including doctors, nurses, and unit secretaries. My primary objective was to consistently ensure prompt resolutions to meet their needs.

• Proficient in providing efficient support to both internal and external customers.
• Skilled in handling incoming calls from technicians in the field.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Experienced in responding to incoming calls from customers, addressing inquiries, troubleshooting issues, and providing detailed information on billing.
• Capable of handling complaints related to the organization's products, processes, and services.
• Member of the escalation team, demonstrating the ability to handle complex and challenging customer situations effectively.
• Specialized in handling the NSF (Non-Sufficient Funds) queue, requiring additional tact and care when dealing with unique processes.
• Able to accept inbound requests through various channels, including phone, chat, email, and ticket queues.
• Proficient in documenting and resolving incidents while adhering to specific specifications.

Training and Support:

• Experienced in assisting with training and providing support to fellow agents, contributing to the team's overall success.