This positions supports our BizApps offering Hosted Exchange, Skype for Business, Sharepoint, File Sharing, Microsoft 365 and associated services to our customers. I act as an escalation point for our Advisor and Specialist support levels and take on more complex issues and troubleshooting dealing with connectivity issues, 3rd party services integration, archiving/compliance, and more. My day can vary dealing with DNS, mail flow issues, message tracing, Outlook or client connectivity, DLP, MFA, Conditional Access issues, and more.

• Work closely with our System Admin and Development teams to help identify bugs and customer impacting trends.
• Take on more complex escalations from Management team dealing with frustrated customers and/or issues needing in-depth troubleshooting.
• Started as Tier 1, promoted to Onboarding Implementation team for Small Business customers going through migrations, to my current Tier 2 position.

I was part of the Apple@Home Work-From-Home program where I offered consumer support for iPhones, iPads, iCloud, iTunes, and some Mac issues. My day to day in my Tier 1 role was to assist customers with setting up their device, troubleshoot issues and try to upsell AppleCare where applicable. After being promoted to the Tier 2 department, I handled more complex issues and also aided in capturing bugs and devices that seen issues after updates were rolled out to assist Apple Engineering in resolving those.

• First remote job so had to be a self-starter and had never used an iOS product so went in with zero knowledge of the products I was supporting.
• Promoted from Tier 1 to Tier 2 within 3 months
• Quick decision-making skills to help frustrated customers and being able to approve support if they were outside their warranty period.

In this role, I offered support on the Wal*Mart contract supporting POS registers and associated equipment in all US and UK stores. I took inbound calls from store employees with down registers and assisted with troubleshooting, determining what was needed and dispatching our Customer Engineers with replacement parts I was soon promoted to our Self-Checkout and MCX (ATM) team until finally reaching our Advanced Helpdesk team where we supported the back-office equipment, switches, and assisted the Wal*Mart Home Office in performing basic network tasks to bring equipment up and/or dispatch Customer Engineers with equipment vital for stores to process transactions.

• Maintained high remote resolve rates on all teams.
• Performed some minor automation with pulling data from Remedy ticketing system then pinging downed machines referenced in the ticket to close out tickets for machines that were now up.
• Developed a program to assist with making sure that agents were notified they were due for lunch to be sure we maintained phone coverage.