Keisha Lewis
Information Technology (IT) @ IBM CompTIA A+, Server+, Mobility+, Microsoft Certified
- Role
- End User Support Specialist at IBM
- Location
- Houston, TX, US
- LinkedIn followers
- 500 followers
About Keisha Lewis
Listed as a Top Performer in Career Newsletter Recognized for Outstanding Customer…
Experience
End User Support Specialist
Nov 2016 — Present · Houston, TX, US
Listed as a Top Performer in Career NewsletterRecognized for Outstanding Customer Service and Resolutions by the client Implemented data collection of user issues to push out preventive fixesManaged user profiles, security access and shared file structures.Tested and troubleshot application and documented issue resolutions for development team.Researched, documented and escalated support cases to higher levels of support when unable to resolve issues using available resources.Directed account management and customer training on company technical software and tools for new accounts and new users.Identified areas of applications for regression testing following software updates, system changes or functionality changes to avoid unnecessary downtime and recoding.Served as level-three support escalation point for istributed support staff.Managed service requests for hardware and various types software for local and remote users.Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.Tested performance, functionality and security of network systems, individual workstations and peripheraldevices.Handled large volume of phone calls, chat and emails in support of Citrix, Sharepoint and various software systems systems.Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis.Kept hardware and software systems current with latest patches and current licenses.Coordinated installation of software systems and collaborated with user experience team on design andimplementation of new features.Consistently responded to customer service emails within standard window for optimal response.Developed online documentation for common software processes for both support staff and end-users.
Skills
- Server Administration
- Microsoft Products
- Management
- Networking
- Mobile Device Management
- Network Security
- Cloud Computing
- Network Administration
- Remote Infrastructure Management
- Virtual Machines
- Virtual Private Network (Vpn)
- Active Directory Experience
- Microsoft Azure
- System Administration
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