t010.txt 

[keyboard macros]

verified credentials to be locked
gather info from splunk and ise
helped user forget ur-employee wifi on both personal and work phones
unlocked user's account


verified credential to be locked
gather info from splunk
unlocked user's account

verified credential to be good
remote into wyse and sync account
exit citrix workspace
restart ctx/vda

emailed shipping instructions to AM/repair
escalate to AM/repair

advised user to email maintenancetechnical@ur.com

tried to warm transfer to FAST twice but they were busy
escalate to FAST

tried to warm transfer to RM twice but they were busy
escalate to RM

advised user to email maintenancetechnical@ur.com

followed kb 14453 created new pointman ticket for out of warranty printer service call

reset pw for user and gave pw over the phone to user per manager's email request