Gloria Ogbuehi

Logging and tracking calls using a call tracking system and maintain history records and related problem documentation and other administrative duties as required.

Facilitate communications as necessary, including making external calls, setting up conference calls and providing information to relevant parties.

Answering, evaluating and prioritizing issues arising from voice mail, email, and web requests for assistance from users.

Monitoring and escalating severe issues following escalation process, ensuring service level agreements are met.

Creating/maintaining user accounts, resetting passwords, creating groups etc. Provides top quality customer service by assisting employees with problems that occur. Provides an accurate record of each call-in incident management tool. Plan, prioritize, organize and complete work to meet established objectives, and provide technical support of business applications.

General issues resolution for Exchange, BES, Citrix, networking and other more advanced pieces of infrastructure, understand and execute standard escalation procedures with tier two support. Effectively translate complex technical concepts into easy to understand language to assist non-technically oriented customers.

• Worked independently with the team to develop solutions and manage multiple tasks.
• Monitored call queues and manage work schedules. Handled calls and tickets according to established procedures and service standards. When necessary I escalate tickets based on urgency and complexity.
• Administered and resolved issues with associated end-user workstation networking software products.
• Performed all other duties as assigned by the information technology manager. Performed a variety of network problem analysis and monitoring task, monitor network management systems and respond appropriately to user requests and problems.
• Assisted the help desk manager with reporting, analysis, or training and testing tasks.
• Always active in maintaining inventory of all monitors, keyboards, hard drives, modems, network cards, and other components and equipment.
• Provided remote support to offsite employees or clients, expanding our service capabilities and increasing overall customer satisfaction.