SUMMARY
Client Advocate with 5 years of IT troubleshooting experience in a hybrid work setting. Worked within Microsoft 365 admin to deliver personable customer service to 7 different company clients. First point of contact for end user remote or travel work. Addressed after hour emergency on-call support tickets and following proper company escalations when necessary. Aided in keeping client information data secure by performing regular machine updates, monitoring, and patch compliance. Created company documentation for future implemented SOP’s, new client on-boarding letters, and client assessments.
EXPERIENCE
Managed Service Provider | Client Advocate | 06/2023~Present
- Manage customer tickets, 3 -hour Service Line Agreements, and queue ticket breaches within ServiceNow. Assisted over 50 VIP users. Recorded and organized key client documentation for SOP’s and useful known issue fixes.
- Troubleshot remotely with client devices via ConnectWise Automate/Control, solving over 1300 tickets within 5 months. Manage client networks through Meraki and Unifi cloud environments by monitoring traffic, rebooting offline equipment, and remote onsite hands.
- Liaison between tech jargon and clear project explanations to customers for better interactions. Entrusted in client/customer retention relations by calming irate customer interactions. Prioritized peak 200 weekly tickets while still maintaining consistent end user updates.
- Use Microsoft 365 Admin access to work with executives and ensure device integrity from malicious attacks. Manage client file servers with Active Directory to ensure all source employee data is accurate and tidy. Average 5 daily onsite hardware troubleshooting within sensitive time crunches.
Managed Service Provider | Documentation Specialist/ System Administrator | 10/2021~06/2023
- Trusted to lead project management meetings where I conduct agendas, staff introductions, and team updates. Obtained client network diagrams on behalf of networking engineering team, and sensitive vendor account information.
- Sent Company 1st day impression welcome letter ensuring all designs, verbiage, and contact information was correct. Once responsible for Company master client contact list via Autotask and IT Glue sync. Validated client contact information critical for addresses, point of contacts, and phone numbers for over 100 clients.
- Quality assurance on all client assessment and remediations workbooks key for company project management plans. Worked in client equipment retention by ensuring devices were logged for all clients.
- Connected inbound/outbound daily average of 60 calls for tier 1 support ensuring no customer tickets were breached. Coordinated all incoming tickets for company and directing over 25 managed Slack channels.
