Michelle Thebeau

Specialist Ii @First Solar

Answer phones and create tickets for the user’s issues and requests• Monitor emailed tickets and ensure successful routing to the appropriate team• Complete installations, troubleshooting, and configuration for all software.• Assist with ordering, troubleshooting, and configuring mobile devices• Coordinate with other co-workers to complete cross-functional tasks• Conduct WebEx/Live Meetings to help users with initial setup, trouble shooting, and software training• Coordinate conference call for system down and critical issues• Provide mentoring and training to fellow team members• Assist with documentation and process enhancements• Regularly aid executives with challenging technical problems while adhering to their busy schedules• Provides escalated support for more complex issues• Consistently the team’s top ticket resolver • Maintains a 90% on-time ticket resolution rate