-Coordinating Ticket Flow to the appropriate Agent´s based on ticket difficulty and Analyst´s aptitudes
-Active Directory Access Management
-Further analysis of Escalations.
-Knowledge Article Analysis of Articles causing Escalations (Analysis and Improvement/Updating)
IT Service Desk Analyst SD L1
Compucom
Apr 2018 - Dec 2018(9 months)
-Citrix VDI/App Support
-VPN Support
-O365 App Support (Outlook, Word, Excel, Microsoft Teams)
-Authentication App Support (Duo, Rsa Token)
-SAP User Access Support