Sr. End User Support Specialist
tags:
project management
• green belt (six sigma)
• customer service
• technical support
• senior analyst
How would you describe your time at Rocktenn?
* Analyzes and troubleshoots software, hardware, network, and WAN/LAN PC problems for corporate and remote locations nationwide.
* Provides specialized support for Executives and their staff members.
* Uses MS active directory to reset user and generic accounts, maintain network user groups, and remove unused systems from the directory.
* Performs AS400 client software installation, password administration, and group membership verification.
* Uses SMS software to install software on remote computers, analyze hardware/software PC configurations, and recommend system replacement or upgrade as deemed appropriate.
* Resolves IP conflicts, wireless device problems, and remote connectivity issues.
* Configures HP printers and internal/external jet direct cards on the network.
* Trains staff in providing technical assistance for clients with high level support problems.
* Tracks unresolved customer issues for entire support team to ensure successful closure.
* Uses Heat call tracking database to manage client calls, review client histories, and identify problem areas.
* Configures macros (autotask) in Heat call tracking database to facilitate creating, monitoring, and tracking calls.
* Assists customers with VPN and wireless router configurations.... 
