Tenia Willis

SYSTEMS USED:

• Microsoft Office Suite, ConnectWise Manage, BrightGauge, and SharePoint

RESPONSIBILITIES:

• Evaluating and directing support tickets to the correct technical team quickly and effectively, while leveraging technical experience to determine the appropriate ticket flow
• Monitor the location, status, and availability of resources via our ticketing system in order to coordinate client onsite visits
• Act as liaison between internal technical teams and clients to ensure delivery of excellent customer support services
• Follow up directly with technicians and their managers to get status updates for scheduled events according to our ticketing system
• Research problem tickets to determine nature of the issue and possible next steps to achieve resolution
• Be the liaison between the client and the technician in order to keep all parties fully informed regarding steps toward ticket resolution
• Become a process expert in order to assist technicians and engineers to follow multi-step processes in compliance with our internal ticketing system
• Assist with projects directly relating to process improvement
• When necessary, monitor and respond to incoming overflow support requests via phone
• Assist in creating and maintaining multi-step processes for all of Client Support teams
• Maintain compliance with internal SLA
• Ability to report to the NYC office in a hybrid fashion

SKILLS:

• Organized, great communicator, detail oriented
• Process oriented, enjoys executing excellent processes and suggesting process improvements when appropriate
• Customer Service skills
• Takes initiative to proactively solve problems
• Strong written and verbal communication skills
• Strong interpersonal skills. Ability to collaborate with a diverse array of technical individuals
• Great attitude with a willingness to pitch in and take on new tasks when appropriate
• Strong ability to multi-task
• Excellent documentation skills
• Quick learner, adaptable to change with an ability to implement feedback
• Works well independently with minimal supervision and as part of a multi-region team

• Monitored system performance to ensure optimal operations and identified potential issues.
• Installed, tested and evaluated new systems, applications and patches.
• Created user accounts and managed access rights for users.
• Troubleshot application errors and provided technical support to end-users.
• Analyzed system logs to identify suspicious activities or anomalies.
• Provided guidance on best practices related to system administration procedures.
• Resolved complex technical problems within established service level agreements.
• Collaborated with other teams to develop solutions for various projects.
• Determined and alleviated hardware, software and network issues.
• Improved job tasks and mentored junior team members on best practices and standards.
• Delivered reliable support for server-class systems.
• Managed, troubleshot, backed up and restored data, operating systems, files, documents and drivers to provide comprehensive systems management and support.
• Trained and directed users on correct use of software and hardware within systems.
• Provided appropriate permissions to users for accessing files and databases.
• Conducted basic troubleshooting to isolate and diagnose common system problems.
• Created online documentation to help employees resolve day-to-day issues.
• Decreased spam with firewall filtering and real-time spam black lists for incoming emails.
• Diagnosed, troubleshot and resolved hardware and system problems.
• Installed security software to protect networks.

• Provide IT Technology Support for tier 1 and some tier 2 hardware and software related issues
• Support Windows 10 troubleshooting and installs
• Diagnose faults, issues and perform maintenance and/or escalate to ensure appropriate service levels are offered to the customers
• Perform cross functional back up duties for team members
• Facilitate feedback and communications between the IT team and LES staff regarding support request status as needed
• Ensure requests are completed in a timely manner and that IT management is updated regularly of any unresolved issues or potential high risk IT situations
• Work with clients to help identify business requirements and processes Receive, inventory, install, and configure new personal computing equipment and peripherals as required
• Have excellent time keeping and prioritization management skills
• Provide IT specific training to LES team members on computer system access and usage
• Maintain an enterprise wide listing of all equipment received, installed and configured as well as other peripheral devices
• Setup and support cellular phone configurations for Office365.

• Developed and improved governance and planning processes within department
• Produced outputs that reflected the priorities and expectations of IT Project Consulting leadership & Steering Committee, and IT SLT
• Partnered with leaders to create and maintain the Project Consulting project dashboard and generated project status reports and executive reports
• Designed and prepared presentations, metrics/analytics and other materials for IT leadership and executive committees
• Developed and maintained a project timeline report for all IT projects to include in dashboard reports and presented to IT leadership on a weekly or monthly basis
• Responsible for the overall enterprise-wide Global IT Project Portfolio Consulting process and tools, to include the selection, implementation, training and operational ownership
• Administered the Project Consulting System and mastered the project portfolio
• Served as a subject matter expert and captured & maintained project requests through a Project Consulting System (PCS)
• Maintained all project KPI, templates and project documents through a PCS
• Collaborates with Project Consultants in formulating project implementation documents to include charts, goals, & responsibilities.

• Identified project requirements, scope, charter, budget and timeline in order to facilitate Project Consultant’s development of a comprehensive project plan for each project
• Served as a resource to support Directors and Managers on projects not assigned to the Project Consulting Group
• Managed new Project Consultant requests from IT Directors
• Facilitated and trained outside Project Consulting Group audience on benefits of Project Consulting System utilization to better manage projects
• Collaborated with internal customers to identify project consulting tools to use in managing their projects
• Provided recommendations to ensure the projects stayed aligned to the budget and timeline.

• Monitors help desk queue for new requests (including help desk voice mail and email) Processes help desk requests in a timely manner adhering to defined incident/request/problem ticket SLA’s
• Maintain a high level of customer service by resolving complaints, managing customer follow up and contacts and providing proactive updates to customers
• Serves as liaison between end-users and technical staff to communicate issues, problems, and questions Attends weekly meetings with 24x7 service desk vendor to review tickets, execution and provide feedback

• Analyzes operational procedures and recommends improvements Creates and leverage help desk reports to demonstrate performance against SLA’s Monitor and management of mobile devices via Meraki MDM Occasionally work after hours or weekends if necessary Motivated to quickly learn using new software platforms Keep equipment inventory up to date Place and keep track of online orders for office and computer supplies Occasionally lifting a load of up to 40lbs or getting under a desk or server rack to install/connect equipment

• Directly responsible for establishing, maintaining, voice and data communications transmission and receiving operations specializing in SHF low and high data rate connections
• Assisted in resolving help desk trouble tickets and maintaining logs
• Assisted in troubleshooting LAN/WAN network operations, hardware and application software
• Assisted in performing software OS and applications upgrades and patches as necessary.