Meredith Bossard
Saint Louis
Overview
11
11
years of professional experience
Work History
Information Systems Technician
United States District Courts
03.2019 - Current
- Handled initial troubleshooting and escalation of service requests.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Managed customers' expectations of support and technology functionality in order to provide positive user experience.
- Used ticketing systems to manage and process support actions and requests.
- Managed high levels of call flow and responded to technical support needs.
- Configured and provided support for end user Apple iPhones and Apple iPads.
- Configured and provided support for Cisco 7900 series and Cisco 8800 series desk telephones.
IT Service Desk Evening Coordinator
Webster University
09.2014 - 03.2019
- Hired, managed, and trained staff.
- Established and monitored goals, and conducted performance reviews for staff.
- Managed and provided troubleshooting via Service Desk emails.
- Managed support calls that were escalated by staff.
- Managed Microsoft Office 365 account creation and administration.
- Managed Cisco ISE wireless networks.
- Managed Service Desk tickets via the Cherwell ticketing system.
- Generated reports on the number of tickets created and escalated each week.
- Fostered communication with other Information Technology departments to ensure swift resolution for escalated tickets.
Education
Master of Arts - Communications Management
Webster University
St. Louis, MO05-2018
Bachelor of Arts - English Language And Literature
Webster University
St. Louis, MO05-2014
Skills
- Troubleshooting software applications
- Providing technical support to end users
- Communicating effectively with staff and end users
- Hiring and training new staff
- Proficiency in Microsoft Office 365 suite
- Proficiency with Cisco telephony
- Proficiency with Adobe Acrobat
Timeline
Information Systems Technician
United States District Courts
03.2019 - Current
IT Service Desk Evening Coordinator
Webster University
09.2014 - 03.2019
Master of Arts - Communications Management
Webster University
Bachelor of Arts - English Language And Literature
Webster University
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