Scott Adams

Training and development: As TSRII, I am responsible for initial training and development 2nd and 3rd shift employees for our department.

Working directly with all internal support teams including but not limited to HR, Payroll, IT Stores, IT Desktop support, Operations and direct Store support.

Outages: Triaging outages, gathering detailed information from affected systems and working with/escalating to elevated support teams

Directly responsible for replacement of equipment and technology at store level.

Development of new Knowledge Docs, testing and providing feedback on knowledge that is provided to our team for new systems or updated existing systems.

• Assisted customers in identifying issues and explained solutions to restore service and functionality.
• Used ticketing systems to manage and process support actions and requests.
• Documented support interactions for future reference.
• Collaborated with supervisors to escalate and address customer inquiries or technical issues.

Account creation/modification/security for on-boarding all new employees including but not limited to executive positions.
Supervision and training of all service desk personnel on new hire creation as well as employee account termination, security procedures as outlined by company policy, employee account management and maintenance, and all executive escalations including but not limited to OOP escalations.
Working directly with engineering teams for the purpose of research, software rollouts and patch testing.
Required Proficiency with Active Directory, Microsoft Exchange, All MS Office applications, VPN, Citrix, Avaya, and all other company related software.
2008-2009American Customer CareAltoona, PA
Accounts Representative
Inbound customer service and Account management
Facts finding and eligibility determination for refunding
Handle new accounts, keep security for delicate, personal financial information
Know, understand and follow all guidelines set forth by the company as per the client represented