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Installation Support Specialist Resume

Cranford New, JerseY

SUMMARY:

  • Looking for a position within a fast - growing company, in which my expertise can help to assist within the organization to help meet their goals through team work and leadership.
  • Strong and positive communicator when working with clients.
  • Exemplary problem-solving skills; able to identify problems and implement corrective processes.
  • Highly experienced in fast-paced call center environment.
  • Coordinated multiple projects to completion on time and under budget.

PRODUCT/SOFTWARE FAMILIARITY:

Microsoft Windows (7, Vista, XP, 2000) / Microsoft Office Suite 2010 / Microsoft Project / Lotus Notes / C++ VHDL Assembly / Visual Basic / D1 Remedy Ticketing Application / Enhanced Traffic Management System / MTS (Money Transfer System) / Hogan / Pega / React / Putty / Cisco Routers / Adtran Routers /VoIP

PROFESSIONAL EXPERIENCE:

Confidential, Cranford, New Jersey

Installation Support Specialist

Responsibilities:

  • Responsible for analyzing, testing, isolating and repairing network and customer issues. This may include any or all issues related to facilities, routing and translations, voice and/or VoIP products and services.
  • Login to MUX’s and DAC’s to locate, test & troubleshoot DS1 TDM circuits.
  • Apply knowledge of state-of-the-art telecommunications systems and installation procedures to efficiently carry out assigned duties.
  • Work effectively with vendors and dealers to resolve customer service issues.

Skills: Ability to multi-task and prioritize effectively, able to resolve technical issues and troubleshoot, ability to work in a high intensity, stressful environment.

Confidential , Charlotte, North Carolina

Operations Processor

Responsibilities:

  • Engaged in repairs and review of wire related incoming and outgoing calls.
  • Provided excellent customer care service to all internal and external customers.
  • Performed processing of wire transfer data base for domestic and foreign clients.
  • Monitored and managed entire process from beginning to end.
  • Processed all routine transactions in a timely manner and assured error free output.
  • Completed wire transfer requests and responded to calls from wire database for investigation and updates.

Skills: Poise and patience when dealing with clients, ability to multi-task and prioritize effectively, delivering customer satisfaction and time management.

Confidential , Atlanta, Georgia

Technical Support Representative

Responsibilities:

  • Identified, troubleshoot, and analyzed computer related issues.
  • Determined appropriate course of action, and conduct repairs, and upgrade internal components and peripherals as needed.
  • Provided first-level computer support to IBM business customers.
  • Assisted customers to create and restore system backups.
  • Troubleshoot remotely with customer issues related to software or hardware.
  • Worked closely and effectively with vendors to replace/repair defective hardware.

Skills: Poise and patience when dealing with clients, enhanced team-orientation, ability to multi-task and prioritize effectively, able to resolve technical issues and troubleshoot.

Confidential, Duluth, Georgia

Support Analyst

Responsibilities:

  • Worked as a first point of contact and owner of issues raised by the business user.
  • Answered all customer queries and provided first level technical support in accordance to the contract.
  • Identified root cause to problems.
  • Track incidents and update clients on reported issues.
  • Planned and reported on assigned tasks.
  • Established and maintained appropriate and effective communication with users, application teams and the IT head office.

Skills: Enhanced team-orientation, dealing with ambiguity, strategic problem solving, delivering customer satisfaction and time management.

Confidential , Alpharetta, Georgia

Senior Coordinator - Technical Customer Service

Responsibilities:

  • Promoted to Team Lead Agent in <6 months, with responsibility for escalated calls. Interact with the PMO group in order to provide status update on outages/escalated tickets in a timely manner.
  • Answered all customer queries and provided first level technical support in accordance to the contract.
  • Resolved >200 escalated issues/month collaborating with Tier 2 support and vendors.
  • Trained new hires.
  • Served on team responsible for developing and maintaining account methods and procedures documentation that served as foundation for ISO 9000 application.
  • Key team member is clearing up $1 million of billing back logs.

Skills: Enhanced team-orientation, dealing with ambiguity, strategic problem solving, delivering customer satisfaction and time management.

Confidential, Rochester, New York

Test Facility Intern

Responsibilities:

  • Set-up test lab and ran functional testing; communicated results to all levels and areas.
  • Halved qualification time by transitioning customers to a standard product testing process.
  • Configured routers for IP, various frame relay, and routing protocols over various LAN, WAN and synchronous facilities.
  • Gathered troubleshooting information, handled problem escalation and problem resolution that lead to exceptional levels of levels of customer satisfaction.
  • Documented all troubleshoot requests of the customer using common tools.
  • Assisted the customer by performing work at the site.

Skills: Determination (to produce quality work), time management, conflict resolution and managerial meeting procedures.

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