Sr. Technical Support Agent Resume
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Durham, NC
SUMMARY
- An employment position that is challenging and provides an opportunity to learn and utilize the skills I have gained in my previous employment.
- Recognized for exceptional ability in troubleshooting complex problems leading to customer satisfaction.
PROFESSIONAL EXPERIENCE
Confidential
Sr. Technical Support Agent
Responsibilities:
- Utilize Google Apps Migration for Microsoft Outlook to set up POP, IMAP, or MAPI profiles.
- Setup and support iOS, Android, and Blackberry devices to work in conjunction with cloud applications and servers.
- This includes setting up mail flow in POP, IMAP, MAPI, etc.
- Deploy and support Google Apps for business and residential consumers.
- Facilitate data and email migrations from local machines and servers to cloud.
- Troubleshoot all customer inquiries using Gotoassist to remotely connect to client machines.
Confidential, Durham, NC
Responsibilities:
- Provided customer service for numerous clients
- Remoted in to clients machine to solve problems (Outlook,Add - Remove Programs,etc)
- Active Directory (Add-Remove Profiles,Password Resets,etc.)
- Perform problem identification and resolution
Confidential, Raleigh, NC
Responsibilities:
- Answered questions Students and Professors have about college courses via phone and email.
- Follow up on students questions that have not immediately been resolved.
- Helped students with issues for homework and internet browser.
- Reset student passwords using Active Directory and creating profiles.
Confidential, Raleigh, NC
Responsibilities:
- Answer phones and respond to customer requests about their Apple iphone technical problems.
- Provide customers with products and service information.
- Identify research and resolve customer’s issues using the computer systems.
- Follow up on customer inquiry that has not immediately been resolve.
- Perform problem identification and resolution, and document each incident
Confidential, Raleigh, NC
Responsibilities:
- Installed and performed minor repairs to hardware, software, and peripheral equipment, following design or installation specifications.
- Set up equipment for Wake County schools use, performing or ensuring proper installation of cable, operating systems, and appropriate software.
- Inspected equipment and read order sheets to prepare for delivery to users.
Confidential, Raleigh, NC
Responsibilities:
- Assists and advises operations personnel regarding equipment problems, maintenance procedures, equipment condition, equipment specifications and equipment limitations.
- Remedy Ticketing System
- Participated in projects individually, or as part of a group as required.
- Performed routine and special administrative procedures as required.