Christopher Zambrano

Manage timecards (ADP,Kronos) for agents and ensuring that it matches time worked with time logged , Ensuring Agents are meeting quality standards per SLA/SOP per contract assigned, Ensuring that all documentation submitted by client is meets criteria per SOP, Manage 15-30 Agents and assist them with questions pertaining to the their assigned contracts, being a reliable knowledge base for them, assisting with troubleshooting techniques for agent’s workstation, making sure all agents have the proper resources and tools to be able to fulfill all their assigned tasks.

Accept a limited number of calls and electronic requests. Understands the best practices for providing front line support. Demonstrates high regard for learning and adapting to customer service situations. Resolves issues on first call when possible using knowledge retained from training and searching resource materials available. Seeks appropriate resources when necessary. Records issues in the software database. Demonstrates the ability to comprehend and retain dynamically changing information relevant to supporting the department and organization. Showed a high level of accountability on all operational duties and adheres to expected standards. Followed documented processes paying close attention to details. Demonstrated professional writing skills and completes all phases of call records as directed.

Helps Clients resolve issues with computer hardware and software. Respond to user inquiries and assess problems and issues with IT equipment and applications, resolve these issues for clients over the phone and assisted them remotely(Splashtop SOS and Pulseway) troubleshoot with MS Office 16 and 365 resets clients AD passwords and reset MFA(DUO) resolve issues with VPN (Cisco Anyconnect)troubleshoots with Citrix and VM Environments (vmware 12-15) go on site when requested or required Create AD accounts and onboard new users to their environments. Image client computers and backup images. Manage anti-virus and email phishing (Sofos, Symantec,KnowBe4)

Helps Clients resolve issues with computer hardware and software. Respond to user inquiries and assess problems and issues with IT equipment and applications, resolve these issues for clients over the phone and assisted them remotely (SCCM,Screen Share and Bomgar) Assisted client with Win 7,8,10 and OSX troubleshoot with MS Office 15 and 365 resets clients AD passwords and reset MFA (OKTA/DUO) resolve issues with VPN (Cisco Anyconnect)troubleshoots with Citrix and VM Environments (vmware, VDI), create tickets via Service now and also Assisted clients with Telecom connectivity issues (Avaya,Lunex,Cisco),escalated issues to specialized teams to further assist with issues.

Computer Science