Level One AnalystPerformed Level One Desktop support to the entire range of WDW computer users (25,000+). This involved a variety of platforms such as Windows 95/NT/2000 and for a brief stint at the beginning Windows 3.11. Was the first point of contact for end users to attempt to resolve PC and Network related problems/how to’s and connectivity issues. Focused on Problem resolution and customer service in the attempt to resolve the issues over the phone rather than have to escalate the issue to a field team. Performed troubleshooting for Network printing issues for both Novell and Windows NT/2000 environments. Additionally as an overnight analyst I was responsible for escalations and the communication of any outages and escalations for Project Tomorrowland (SAP) as well as field the Executive calls that would come in during the overnight hours.Outlook Hotline Support AnalystPerformed focused end user support of the Microsoft Outlook 98/2000 messaging environment in the conversion of 25,000 users from the Lotus cc:Mail messaging system to the Outlook messaging system. These tasks included but were not limited to profile setups, the alteration of Exchange Accounts, user training and mentoring of fellow analysts.Outlook Hotline Support LeadPerformed many of the same duties as when I was solely taking calls on the Hotline, new responsibilities included the training of several new analysts hired solely to man the Hotline. In addition to answering these analysts questions directly, also monitored the weekly numbers and submitted these stats to the people in charge of metrics at WDW. In addition when the hotline closed I was then the ‘focal’ for other Outlook related issues, including but not limited to monitoring a specific ticket queue designed for Outlook tickets submitted by level one analysts for follow up or further investigation. Those tickets were used for training of the level one analysts whose Outlook experience may have been limited.