Natalie Boyer

• Assisted customers with product inquiries and problem resolution.
• Provided technical support for product installation and maintenance.
• Collaborated with team members to improve customer service processes.

• Delivered first-line technical support via phone, email, and remote tools, ensuring excellent customer service and timely resolution of incidents.

• Logged, managed, and owned Severity I/II tickets through full lifecycle using call-tracking systems, escalating as needed per procedures.

• Troubleshot workstation, VPN, MFA, mobile device, and network issues; utilized SCCM and remote access tools to deploy, configure, and update endpoints.

• Maintained detailed documentation, provided regular status updates to users and management, and contributed to high first-contact resolution rates.

• • Provided global helpdesk support for applications, VPN, server systems, Microsoft 365 authentication, and Exchange accounts with strong attention to detail and urgency.• Managed incidents through call-tracking systems, escalating complex issues to Level II while collaborating with application and deskside teams.• Performed remote troubleshooting for end-users, supported Active Directory, and ensured efficient incident handling and resolution.
• Provided technical support for product installation and maintenance.
• Collaborated with team members to improve customer service processes.
• Resolved escalated customer issues promptly and effectively.

• Provided technical support for hardware and software issues across various platforms.
• Assisted users with troubleshooting and resolving system-related problems effectively.
• Documented support requests and solutions in the ticketing system accurately.

• Delivered Tier 1 and Tier 2 support via phone and email, documenting and escalating incidents per standard procedures.

• Assisted users with Microsoft Outlook/Office issues and remote deployments, improving first-contact resolution rates through proactive troubleshooting.

• Collaborated with peers and leads to identify recurring application issues and maintained escalation logs for continuous improvement.

• Monitored system performance to ensure optimal operation and reliability.
• Operated and maintained computer hardware and software systems effectively.
• Assisted users with technical support and troubleshooting across various platforms.

• Monitored system performance to ensure optimal operation and reliability.
• Operated and maintained computer hardware and software systems effectively.
• Assisted users with technical support and troubleshooting across various platforms.
• Conducted routine system checks to identify potential issues before they arose.
• Documented processes related to system configurations, installations and upgrades.