Maria Michelle Feliciano

Thirteen years’ experience with Technical Support and Service Desk with experience in troubleshooting

software and hardware related issues for a dialup service provider, computer company and mortgage

branch. Additional core responsibilities include first level escalations, service level management, pursue

first call resolution, review ticket escalations, support and drive call reduction, timely action and delivery

of agent coaching regarding call handling, ticket quality, identify process and knowledge object

opportunities and partnership with other helpdesk, L2/L3 resolvers or information owners with issues that

are not stated in knowledge object.