Willie Rivers

Handled escalated tech support issues with diplomacy and professionalism, often resolving conflicts or misunderstandings between users and the IT department.

• Assisted in the development of standard operating procedures to ensure consistent service quality across all cases handled by the tech support team.
• Implemented a structured ticketing system for incoming tech support requests, expediting response times and increasing productivity levels within the IT department.
• Assisted in the creation of user-friendly tech support resources, improving overall user experience and satisfaction.
• Conducted regular reviews of internal processes, identifying areas for continuous improvement within the tech support team.
• Served as a liaison between customers and tech support teams when needed.
• Provided tailored guidance for users with varying levels of technical proficiency, ensuring all customers received appropriate support.
• Increased customer satisfaction levels by addressing concerns related to material performance and providing technical support when needed.

• Provided diagnoses and resolve incidents
• Provided Knowledge Base content submissions of known issues
• Provided wrap-up report to clients after remote session
• Monitored client Networks through Solar Winds
• Followed change management processes to ensure compliance with Asset Management inventory
• Performed root cause analysis
• Performed and logged system checks for specified networks on a recurring basis
• Maintained tickets; updated and followed-up with internal and external clients/personnel within the required contractual SLA timeframe
• Reviewed open tickets to ensure timely resolution
• Provided updates to clients on any changes to their service ticket
• Determine when an issue requires escalation to a higher-level support member or management

• Maintained a 5-star rating and excellent customer service providing dependable rideshare transportation
• Provided food service deliveries

• Resolved service level agreements escalated for support
• Reviewed lease agreements to convey compliance with terms to ensure customer assistance
• Collaborated with other team members to provide a good working team environment
• Provided remote help desk support for escalated customers with internet and cable connections
• Exceeded expectations with ticket completions

• Confirmed that all network device were reachable through /sbin/ip / neigh command
• Confirmed the indoor unit had connection from the internet service provider to WAN 1 port on prysm router
• Confirmed that destination gateway, subnet mask through Route N command
• Confirmed the data route source from traceroute command
• Confirmed the broad band connection from Netstat to G0/1 on Cisco 2600 router
• Confirmed router interfaces an Vlans on Cisco router and switch
• Provided remote technical assistance and support for service requests related to Windows OS, hardware, and our proprietary store management equipment
• Troubleshoot issues and communicate with customers via phone
• Followed up with customers and tech in field to ensure successful completion of installation
• Documented customer interactions in shareware ticketing system
• Confirmed accuracy thoroughness
• Collaborated with tier 3 and management to find solutions and escalate when necessary
• Ran remote diagnostic programs to resolve network issues
• Resolved basic connectivity while with ping command
• Documented troubleshooting processes, procedures, and solutions in knowledge base programs to network issues

• Managed systems, hardware and software for company’s internal and external customers
• Configured Android, iOS, Windows and Linux devices and resolved issues with kiosks, laptops, desktops, cell phones, smart devices, credit card devices and TEDS
• Managed the work order process to repair or replace any hardware and other equipment
• Handled high priority tickets that were escalated
• Assigned and redistributed RSA soft tokens, hard tokens and certificates
• Created and managed the shared mailbox in Office 365 as an administrator
• Managed Symantec Endpoint Protection and executed silent updates
• Reset passwords and resolved domain trust related issues

• Provided frontline technical support responses to requests from email, telephone and website
• Collaborated with other departments to resolve escalated issues
• Followed TCP/IP protocol to troubleshoot and resolve complex application and connectivity issues
• Documented client issues in call logging system and followed up until the matters were resolved
• Monitored system performance and reported potential issues with appropriate staff

• Worked in a call center environment to help customers understand how to maximize the use of their products
• Maintained a current knowledge base on the customer entitlement options
• Researched and resolved system issues and escalated higher tier matters
• Documented customer step-by-step issue in the client database

• Installed and maintained terminals, PC hardware, software cabling and other equipment
• Setup and maintained passwords, mailboxes, web pages, point-to-point protocol, Active Directory, DHCP, DNS
• Resolved connectivity issues through ping, ipconfig, netstat, traceroute
• Configured IP addresses and subnet mask on Cisco router and port to determine network routing traffic
• Performed root cause analysis to resolve issues

• Managed all network job entries on mainframe and worked to clear jobs that were hung up, inactive or jammed
• Performed daily and weekly non-system saves and ran daily close
• Saved and restored object to tape and disk and performed IPL on weekly schedules
• Ensured communication modules were active for system control