Tier 3 Help Desk Representative Resume Greensboro, NCÂ - Hire IT People

SUMMARY:

IT Specialist with 2+ years of professional experience in information systems, end - user support, and customer service.
Expert and highly knowledgeable on a wide variety of hardware, software, networking, and security.
Recognized for ability to work diligently through problems and provide on-spot assistance.

TECHNICAL SKILLS:

PROFESSIONAL EXPERIENCE:

Confidential, Greensboro, NC

Tier 3 Help Desk Representative

Responsibilities:

Provided advanced technical solutions to subscribers for cable, internet, and phone
Supported call center and field technicians with technical issues
Installed and configured Dell computers and printers throughout multiple workstations for internal use
Installed a variety of software such as Putty Helper, Advanced Agent Desktop, and ICOMs for internal use
Troubleshoot PCs and printers throughout the department for internal use only
Effectively escalate pertinent information to help resolve issues across departments

Confidential, Greensboro, NC

Tier 3 Advanced Tech Support

Responsibilities:

Provided residential customers with high level technical support for data, voice, and video services in a manner that is consistent with Time Warner Cable policies, procedures, quality standards, customer needs and applicable local, state, and federal policies
Installed and configured modems and routers throughout the department for employee testing
Supported departments and field technicians with technical issues through remedy ticket system and via phone
Effectively escalate pertinent information to help resolve issues across departments through ticket systems such as EvenTrak and IssueTrak
Trained colleagues on systems and software tools used across departments to ensure business transactions were handled effectively
Mentored colleagues on providing excellent customer service
Lead team meetings to inform colleagues on vital changes to business processes and systems
Collaborated with Workforce Team to make permanent changes to the schedule shift bid process for both new-hires and older employees which drastically improved employer to employee relationship by 50%
Collaborated with supervisors and IT team in the DCI (Digital Conversion Integration) Project to help move TWC to from analog/digital to a digital only service provider. In result, offering more HD channels, higher internet speeds, and more applications for consumers