2022-11present
Technical Support Analyst
Enseo, Plano, US
United States
- Identified and resolved computer hardware, software, and network issues
- Server maintenance, management, and provisioning
- Analyzed and implemented new support processes and system configurations
- Collaborated with software engineers to develop company KPI, recommend system enhancements, and implement new tools and software
- Provided employee training and change management to new and existing support team members (T1 and T2)
- Managed and exceeded quotas of support requests for international hospitality clients
- Gathered and communicated technical support team updates to CEO on deliverables
- Maintained and developed relationships with international business partners
- Handled customer escalations between Tier 2 and Tier 3
- Documented technical solutions, resources, and solutions within the company knowledge base