Richard Del Santo

• Responsible for initial inbound phone customer issues “logging triage details” using “STAR” cloud server ticketing system. • Provided a highly successful first point in contact issue resolution for application installation, troubleshooting and customer tutorials of tax preparation applications “IntelliForms” and tax research “IntelliConnect”. Escalating tickets to higher support queues when necessary. • Provided proactive customer service follow through and communication skills, with calls or email upda

• Responsible for initial inbound phone, email and instant message customer issues; “logging triage details” using Tri-Active and OTRS cloud server ticketing systems. • Provided a highly successful first point in contact issue resolution using remote tools Tri-Active, Microsoft LiveMeeting and Lync, assisted by an IT knowledgebase. Escalated issues to higher support queues when necessary. • Provided outstanding proactive customer service follow through and communication skills, with calls or email updates

• Responsible for initial inbound phone customer issues “logging triage details” using “STAR” cloud server ticketing system. • Provided a highly successful first point in contact issue resolution using Citrix’s remote access tool “GoToAssist” and an IT knowledgebase for application installation, troubleshooting and customer tutorials of tax preparation and research applications. Escalating tickets to higher support queues when necessary.

• Responsible for initial inbound phone and email customer issues “logging triage details” using “Remedy” ticketing system. • Provided a highly successful first point in contact issue resolution using remote tool “LANDesk”, assisted by an IT knowledgebase. Directed escalation of issues to higher support queues when necessary. • Provided proactive customer service follow through and outstanding communication skills, with calls or email updates to clients of their issue status, from start to resolution.

• Responsible for initial inbound phone and email customer issues “logging triage details” using Peregrine ticket system and Avaya IP Phone Agent system. • Provided first point in contact issue resolution using remote tool “MS NetMeeting”, assisted by an IT knowledgebase. Directed escalation of issues to higher support queues when necessary. • Password resets within Active Directory, Business Objects, SAP, AS400 and Mainframe applications. • Problem troubleshooting of PC hardware, software and network.