Achieved a 0 help desk ticket que - Was only achieved once prior in 18 years of service to the client

Balancing multiple channels of communication, triaging the issues accordingly, and executing based on set standards (Calls, emails, texts, in person, hall stops, word of mouth, notes, alerts, personal discoveries, outages)

On a rotation basis from Monday to Monday 24/7 "On-call" duty begins

Starting the day at 7AM oppose to 8AM

Answering emails, alerts, and calls until 10PM if greater than a priority 4

Paged anytime a priority 1 issue is received

Response time less than 45 minutes