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Joyce McDonald
Looking for a jobMultiplatform Support Specialist – Tier II
Senior Technical Operations Specialist at ARMSTRONG UTILITIES, leading 11 and managing complex escalations.
United StatesMultiplatform Support Specialist – Tier II at Armstrong Utilities
About
At ARMSTRONG UTILITIES, I lead a team of 11 and provide Tier II support for complex internet, cable, telephone, hardware, software, and connectivity issues. I support five departments and help manage daily priorities and escalations.
I review error and escalation issues, report operational results and recurring trends to management, and coordinate with third-party processors and internal departments to investigate problems. I also develop procedures and training materials to support consistent troubleshooting.
Earlier, I supported 17 offices at NETXTIER BANK / CITIZENS NATIONAL BANK and helped implement a custom customer relationship management system, training employees across all 17 offices. My experience also includes IT support at BROGLI, LANE, WEAVER ANIMAL HOSPITAL.
Experience
Multiplatform Support Specialist – Tier II
Lead a team of 11, assign work, provide technical guidance, and manage escalations. Report operational results and trends to management, and support five departments with advanced technical troubleshooting.
Team LeadershipTechnical OperationsTier 2 Technical SupportEscalation ManagementAssignmentOperational ReportingIssue Trend IdentificationProcess ImprovementManagement ReportingCorporate TrainerTechnical DocumentationProcedure DevelopmentCross functional CoordinationThird Party ProcessingRoot Cause Investigation
Education
ITT Technical Institute
Associate of Applied Science in Computer Forensics from ITT Technical Institute.
Butler Senior High School
High school diploma from Butler Senior High School.