Zebulon Howard

• Collaborate with multiple departments internally to bring several enhancements from development into production
• Collaborate extensively with corporate vendors, developers, business analysts, and project managers for new integration builds
• Worked with support manager to maintain QA, engineering, marketing and operations goals.
• Install, test, and configure application software for release into production
• Assist with training employees to help familiarize them with our suite of applications
• Manage SLA and Customer Deliverables via Zendesk
• Provide professional and exceptional support via email, phone, and remote access
• Effectively triage and resolve customer issues on several different application platforms
• Communicate clearly and accurately with customers both verbally and in writing regarding steps taken to resolve their issue
• Coordinate with tier 1 support to take over ticket escalations
• Established new processes in writing and via video recordings to help train and educate tier 1 specialists

• Provided basic and advanced end-user troubleshooting and desktop support.
• Identified issues, analyzed information and provided solutions to problems
• Escalated tickets to Tier 3 when applicable
• Logged support tickets and closed when issues were resolved.
• Created support documentation that enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
• Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting
• Trained and supported end-users with software, hardware and network standards and use processes.
• Performed tests of functionality, security and performance of different workstations and devices.

• Took incoming phone calls from stores across the country
• Gathered required information on each call to create service ticket
• Forwarded new service ticket onto level 2 support
• Provided password resets for internal resources when requested
• Troubleshoot Cisco VPN and Symantec issues for overseas employees

• Received inbound calls from clients regarding product technical issues
• Captured relevant customer information via SalesForce1 CRM
• Created support tickets to effectively define support request through Zendesk
• Provided technical support for Android, iOS, and Windows Operating Systems including app installation and training
• Accessed and facilitated exchange email client set up via VPN
• Worked directly with vendors to procure new mobile devices for shipment to various locations

Provided Windows 7 training to new students

Re-imaged PCs using Ghost Symantec

Diagnosed PC issues through various troubleshooting techniques

Installed workstations for student and faculty use