alex gress

* Helped reduce incidents of 3rd party fraud by over $4 million, by working with various IT, sales, and fraud groups, as well as 3rd party partners to improve processes and implement software and hardware to facilitate the improvements. * Created a script that would properly uninstall a failure-prone application after the developer of the software refused to provide or create a tool or method to do so. As a result, calls to the helpdesk regarding this application were reduced by over 50%. * Proactively familiarized myself with advanced batch file scripting in order to better automate common tasks. * Used Google and other internet resources to troubleshoot undocumented issues; added the new solutions to the knowledgebase so that others would benefit. * Acted as POC for rollout of new web-based application. Assisted the rest of the helpdesk with unfamiliar and undocumented application issues. * Performed troubleshooting compatibility issues between web browsers and web-based applications, frequently providing detailed reports to the application developers for future code changes.

* Provided technical support to users reporting issues related to desktop hardware and software, enterprise applications, and telecommunications networks. * Coordinated with other support teams to drive incident resolution, assess business impact, and communicate issue status.