
Garrett Frazier
Help Desk Associate

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About me
Information Technology Manager
Education

Ashford University
2017 - 2019Master of Business Administration - MBA Concentration in Information Technology
Georgia State University
2000 - 2006Bachelor of Arts - BA Sociology
Experience

Autotrader US
Jan 2010 - Dec 2014Help Desk AssociateFirst call resolution for phone calls and tickets. Tier one troubleshooting of software and hardware. Remote installation of software for internal users through Log-Me-In rescue. Printer support for the entire campus regarding instillation of printers, maintenance and user interface issues.New hire set up both account creation, setting up of equipment and work stations.Ticket handling through service now application. Asset Management through service now application. Collaboration with other departments to foster relationship to better assist with customer issues and internal processes. Show less

Cox Enterprises
Jan 2015 - nowCox Enterprises – Atlanta, GA • Managed teams of contractors and full-time staff by coaching, mentoring, and driving efficiency.• Researched and recommended innovative and automated approaches to routine tasks.• Interviewed, hired, and trained staff, leading performance reviews and offering constructive feedback.• Created and terminated user's accounts from start to finish in business applications.• Guided organizational technology strategy and roadmaps.• Updated customers and senior leaders on progress and roadblocks.• Assisted in development of long-term strategies to grow department and resources.• Coordinated technical training and personal development classes for staff members. Show less Providing IT support for Cox Enterprises and business partners.Installation of software and configuring of hardware and virus removal remotely through the Bomgar tool.Point of contact for customer conflict resolution both phone and email.Constantly updating knowledge base with the latest technological processes that can assist with resolving issues.Assigning tickets and documentation of issues through the application Service NowCollaboration with other IT groups developing relationships to assist with quicker resolution of tickets.Unlocking accounts and resetting passwords.Creation of how to documents to assist with installations and troubleshooting device.Skype account creations. Service now account creations. Show less First call resolution of phone calls and tickets.Tier trouble shooting of applications and software. Creation if knowledge base documents and maintaining of KB documents for relevancy. Training of new employees on applications the Corporate Service Center use on a daily basis. Assigning tickets from Cox Enterprises and Cox Auto queues through Service Now application. Collaboration with other departments to forge relationship to assist with quicker resolution of customer issues.Creation of tickets through the service now application. Show less
Information Technology Manager
Oct 2021 - nowTeam Lead
Jan 2018 - Jul 2023Senior Help Desk Analyst
Jan 2016 - Dec 2017Help Desk Analyst
Jan 2015 - Dec 2015
Licenses & Certifications

CompTIA Project+
CompTIA
A Plus
CompTIA
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