Cynthia Fabian

Act as a single point of contact for phone calls and emails from staff regarding IT issues and queries receiving, logging and managing calls from internal staff via telephone and emails maintaining an Asset Database and track changes 1st and 2nd line support - troubleshooting of IT related problems from in-house software to hardware, such as Blackberrys, Laptops, PCs, and PrintersEscalate unresolved calls to the infrastructure support teamLog all calls in the Service Desk Call Logging system (SCSM)Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner to maintain a high degree of customer service for all support queries and adhere to all service management principles provide basic in-house training in MS Office applications used within the Association (Word, Excel, Outlook, PowerPoint)Provide stats for the weekly Service Desk report on call trends basic Active Directory knowledge. Creating user accounts, reset passwords, create groups etc. Blackberry account management and provision to arrange for external technical support where problems cannot be resolved in-house phone issues such as voicemail passwords and phone hardware problems. Account credential Issues (resetting passwords, changing of pins, enabling and disabling accounts using active directory)IPT phone issues such as voicemail passwords and phone hardware problems. Mapping shared drives and printers email setup (Microsoft Exchange). Add new user or recreating email password resets for some Mainframe Applications using Oracle