Senior Technical Advisor (Helpdesk Tech Tier 2) Resume

OBJECTIVE:

To secure a where my technical problem - solving skills are well utilized.

SUMMARY:

Experience of supervising a team consisting of 15-20 members, leading team meetings, outlying metrics, and call center goals.
Took over escalation calls from representatives to ensure great customer service.
Experience as a SME (Subject Matter Expertise)
I have ability to work well under pressure, professional demeanor and strong written and oral communication skills.
I have proficiency with various software applications programs including Microsoft Word, and Excel.
14 years of call center experience.

EMPLOYMENT SUMMARY:

Confidential

Senior Technical Advisor (Helpdesk Tech Tier 2)

Responsibilities:

Provide technical support to customers via telephone, and email
Analyze and troubleshoot software and hardware issues
Identify and resolve issues pertaining to network, mobile device configuration and OS X operating systems.
SME (subject matter expert) for new advisors

Confidential

Corporate Compliance SME (Subject Matter Expert)

Responsibilities:

I secured customer contract extensions to reduce customer churn, and offer additional services to decrease customer churn rate, while fitting the needs for the customer.
Help explain and enforce the terms and conditions of the company, while retaining their service.
Provided floor support for the Confidential dept. and floor support for Corporate Compliance teams.
Took calls that were escalations from representatives.
Provided technical support to customers for their Sprint and Nextel devices.

Confidential, Hampton, VA

Wireless Web Support Representative

Responsibilities:

Provided tech support for wireless web services for Sprint and Nextel mobile devices.
Provided floor support for the tech dept, which required me to take calls that were escalations from representatives.