Christopher Higgins

• Delivered exceptional customer service through empathetic listening skills, clear communication, and prompt issue resolution strategies.
• Collaborated with cross-functional teams to identify root causes of recurring issues, implementing long-term solutions that improved overall system stability.
• Streamlined service desk processes for quicker issue resolution and increased client satisfaction.
• Contributed to the growth of the service desk team by participating in recruitment, onboarding, and training efforts to ensure consistent high-quality service delivery.
• Established strong rapport with clients by consistently providing timely updates on ticket status and expected timeframes for issue resolution.
• Strengthened first-call resolution rates by conducting thorough analyses of common issues to create more effective troubleshooting guides for the team.

• Tier II troubleshooting for 17 clients
• Troubleshooting desktops/laptops, Mobile devices iOS and Android,

Windows servers 2008-2019, Automate

• ConnectWise Manager to track,document, and schedule tickets and communicate with clients
• Increased client retention by building trust through excellent communication skills and timely issue resolution.
• Worked with vendors of various applications and systems to troubleshoot and resolve technical issues and update documentation
• Managed multiple projects simultaneously, staying organized and meeting deadlines consistently.

• Working in a fast-paced, high-volume environment. 40-50 calls/tickets per day
• Documenting every call with ServiceNow ticketing system
• Laptop, desktop, and mobile device troubleshooting; both hardware and software via remote support, email and in person
• Network monitoring and issue resolution using Velocloud and Solarwinds
• VDI troubleshooting via VMWare Horizon
• Active Directory password resets and group/ policy management
• Installing programs and configuring them for corporate use
• Microsoft office and outlook repairs
• Cisco VPN configuration
• Oracle Business Suite- User access, responsibility, and order/shipping management.