1st/2nd Line Support Engineer at Alliance Healthcare 2018 Accomplishments and Experience 0 create tickets for users for them to progress with their issues and to chase 0 document all support efforts into the incident tracking and logging system 0 e-mail, or through remote access tools in an accurate time and escalate support incidents to the relevant teams 0 fluent understanding of itil environment & sla agreements 0 highly knowledge and intellectual communication skills (oral and written 0 logging calls/incidents and tasks via crm logging system adhering to strict sla's 0 providing efficient and excellent customer service & troubleshooting skills to users 0 troubleshoot technical support incidents by telephone, via 0 worked with active directory and citrix based applications, office 365