Tomaris Davis

• Analyzed and assessed IT issues using Avaya phone systems, taking appropriate initiatives for timely resolution and documenting tickets within ServiceNow.
• Provided support to Windows & Mac OS users
• Utilized Bomgar to remotely assist with common issues such as VPN connectivity, email troubleshooting, and
  supporting O365 suite of applications.
• Documented technical issues and solutions to enable tracking history and maintain accurate logs.
• Communicated with clients to verify roots and causes of computer problems.
• Implemented technical solutions to solve customer issues and increase satisfaction.
• Diagnosed and resolved complex technical problems related to software functionality, integration, and
  performance.
• Conducted remote troubleshooting sessions to guide customers through step-by-step solutions.
• Provided support to a number VIP Users & hundreds of Non-VIP users
• Contributed to creating and maintaining of comprehensive knowledge base, reducing redundant inquiries
  and empowering customers to find solutions independently.
• Utilized Microsoft Endpoint Configuration Manager to assist users in gaining access to applications needed for their roles
• Assisted users with SAP access & configuration
• Installed network printers & printer drivers for users who had a personal printer
• Provided Mobile Device Management via Ivanti & MobileIron for Corporate & Personal Devices

Tech: Microsoft Endpoint Configuration Manager, CiscoAnyConnect, Active Directory Service Portal, Active Directory Query, Bomgar

• Documented technical issues and solutions to enable tracking history and maintain accurate logs.
• Communicated with clients to verify roots and causes of computer problems.
• Implemented technical solutions to solve customer issues and increase satisfaction.
• Responded to customer inquiries and provided technical assistance over phone, email & chat (ServiceNow)
• Provided frontline technical support to customers, assisting with software installations, configurations, and updates.
• Provided user's with password resets via Active Directory
• Documented customer interactions and technical solutions in the ticketing system (ServiceNow), maintaining a detailed record for
  future reference.
• Utilized Azure to aid users in getting access to applications
• Achieved 95% customer satisfaction rating through consistent delivery of prompt and effective support.

Tech: Active Directory, Virtual Machine, ServiceNow, Azure

• Networked with other professionals and organizations to expand contacts and opportunities
• Supported the business and partners by designing and distributing promotional materials.
• Held sampling events at farmers markets & various stores.
• Created fresh loose tea and samples while educating customers on the benefits to health the infusions provide
• Monitored partner performance and provided feedback on areas of improvement.
• Collaborated with colleagues and support staff to maximize team efficiency.

• Removed weeds, hazards, and debris from common pathways to improve usability.
• Maintained routine landscaping schedules to boost lawn health.
• Used trimmers and chainsaws for grounds maintenance, brush clearing, and tree removal and thinning.
• Provided expert lawn care, mulching, aerating and trimming around walks, walls, and flower beds.
• Utilized power tools and landscaping machines to maintain outdoor areas.