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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.

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