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Alexios Tabatsalis

Alexios Tabatsalis

Team Lead, Customer Support

Blackboard

Chicago, IL

Team Lead, Technical Support at Blackboard

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Blackboard

Manager, Customer Support

Previously held positions: GradeQuickWeb Support Specialist, Edline Support Specialist, Team Lead

- Provide date-to-day guidance to a team of six (6) Tier 2 Customer Service Representatives (CSR)
- Support and coach team in regards to product support, best practices and procedures
- Assess the quality of team members' skills, professionalism, and customer service by regularly reviewing phone calls, E-mails, and tickets while providing feedback when needed during one-on-ones
- Maintain the flow of Tier 3 (development) escalated tickets in the JIRA tracking system
- Train employees on the Edline Learning Management System (LMS) platform
- Aid the Senior Director of Customer Service in the hiring process of new Customer Service Representatives
- Provide expedited technical support and consult with clients on the usage and customization of the Edline LMS in a primarily K-12 based school environment
- Support district and school administrators with best practice techniques and procedures
- Act as a point of contact for the Implementation Team when technical support is necessary during the implementation process
- Exercise technical software proficiency via the SalesLogix ticketing system when managing work orders
- Supervise a group of eight (8) individuals fulfilling new account setups as they are purchased by clients
- Assist in a vast array of side projects ranging from design migration, to Big Systems integrations, to further developing our SharePoint knowledge base system

Career medium 05
Career
Career medium 05

Net56

Service Desk Team Lead/Manager

- Managed system administration for a variety of educational clients via Microsoft Exchange and Active Directory
- Supported teachers and staff members with technical inquiries at nine school districts via phone and e-mail communication
- Administered and maintained Microsoft SharePoint websites for six school districts
- Assisted the applications team with assignments related to Terminal Servers (TS), File/Print Servers and educational software
such as Skyward, PowerSchool, Read180 and Information Now!
- Utilized the Corrigo ticketing system to maintain and manage workorders and reports
- Monitored client usage of virtual network connections (VNC) and remote desktop applications such as ChrisControl, LogMeIn,
Mikogo, Microsoft Remote Desktop Connection and Apple Remote Desktop (ARD)
- Troubleshot issues in the following operating systems: Windows XP, Windows Vista, Windows 7, Macintosh OSX, and
Microsoft Server 2000, 2003, and 2008

Career

Butler University - Information Resources

Computer Help Desk Technician/Lab Assistant

Managed seven computer labs around campus

Worked with students, faculty, and staff on a one-to-one basis with computer issues

Solved several computer issues and increased knowledge of computers from a basic to a more advanced level

Daily usage of Oracle database software

Career medium 04
Career

Harper College

Continuing Studies in Computer Engineering

Butler University

Bachelor of Science, Biological Sciences

Mathematics Coursework Included: Calculus I/II/III, Discrete Mathematics, Linear Algebra, Differential Equations