Tina Bailey
Change And Configuration Analyst at Ezra Tech, LLC
- Role
- Mobile Wireless Reporting Analyst at TEKsystems
- Location
- Temple Hills Park, MD, US
- LinkedIn followers
- 500 followers
Experience
Mobile Wireless Reporting Analyst
Sep 2023 — Present
Perform onsite analysis, diagnosis, and resolution of complex mobile device problems for end users, and recommend and implement corrective solutions, including offsite repair for remote users as needed• Gather data from various sources and identifying patterns and trends • Present findings and insights to stakeholders through reports and presentations • Work with cross-functional teams to understand business needs • Identify opportunities to improve processes and automate reporting • Develop and implement data quality checks• Install, configure, test, maintain, monitor, and troubleshoot end-user mobile devices and related hardware and software to deliver required service level agreements• Train new technicians on the mobile wireless teams processes• Collaborate with other technicians/network administrators to ensure efficient operation of mobile/computing environment are being met• Receive and respond to incoming calls, and/or e-mails regarding mobile device problems via the assignment of trouble tickets• Accurately document instances of mobile equipment or component failure, repair, installation, and removal• Accurately document and update all assigned trouble tickets• Create/update hand receipts (and other documentation) regarding customers equipment• If necessary, liaise with third-party support and equipment vendors• Provide outstanding customer service while meeting SLA’s• Upgrade devices from carrier that are eligible • Process customer orders/requests via the Remedy/Service Now Ticketing System• Provision and test devices • Process life cycle refresh requests
Education
Northern Virginia Community College
Associate's Degree
Skills
- Time Management
- Technical Support
- Management
- Microsoft Office
- Windows 7
- Xp
- Windows Server
- Hardware
- Customer Satisfaction
- Sharepoint
- Troubleshooting
- Help Desk Support
- Customer Service
- Computer Hardware
- Powerpoint
- Windows Vista
- Networking
- Windows Xp
- Cisco Technologies
- Computer Repair
- Windows
- Access
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