Understanding the SkyRun HQ Ticketing System
Training articles elaborating how the company uses the FreshService ticketing system, company SLA (Service-Level Agreement), and employee KPI’s (Key Performance Indicators). 
Portfolio
How to Interact with L3/Development Team as L1 Support
Another training article that details how an L1 or L2 support member can document a bug in Jira in a way that is concise, clear, and easy for a developer to understand.
How to Set Up a New User in the Digium Phone System
Help guide that walks the L1 support technician through every step of setting up a new user in the Digium phone system, and issuing them a token for the Sangoma Talk application.