MICROSOFT TECHNICAL SUPPORT ENGINEER Resume

SUMMARY:

Dynamic, versatile, and passionate 15 - year customer service professional with experience and success troubleshooting and training high-profile companies like Microsoft, NBC, Confidential, Apple, and other global technology companies. Surpassed average case resolution expectation by 30%. Eager to offer superb communication and technical skills to help meet top company-wide and client satisfaction ratings.

SOFTWARE EXPERIENCE:

MICROSOFT TECHNICAL SUPPORT ENGINEER

Confidential

Responsibilities:

Provided Tier 3 Enterprise- level computer and network support, guidance, and service to Premier customers
Responsible for researching, replicating, performing root cause analysis and providing feedback for product issues reported by the field professionals and customers within SLA time frame.
Mitigated and reduced costs of escalations workload by proactively and consistently engaging with several high level administrators and C-level executives, saving a range of $5000 to $50,000 per case.

TRAINER

Confidential

Responsibilities:

Monitored, addressed, and was held accountable for employee relations, attendance, attrition and satisfaction via mentoring, coaching, and development sessions over a 5-week curriculum.
Ensured the goals of the company, client and consumer were met compliantly and efficiently by managing operational protocol
Led a 100% graduation rate
Assisted with agent questions, provided on-the-spot coaching opportunities, and handled escalations as needed keeping communication between Quality Control, WorkForce, and company management regarding real-time situations.

CERTIFIED MACHINE OPERATOR

Confidential

Responsibilities:

Held responsibility for equipment in support of Printed Circuit Board Assembly processes and procedures.
Set up, operated and maintained screen printers, SMT placement machines, reflow ovens, stencil cleaners, conveyors, and other equipment used in the assembly of printed circuit boards
Read and followed engineering drawings, schematics, and written work instructions to complete top-level and subassemblies
Completed mechanical, electronic and optical assembly tasks by hand and via machine following Confidential workmanship standards
Inspected own work to ensure accuracy, integrity, and quality

EMAIL AND LIVE CHAT SPECIALIST

Confidential

Responsibilities:

Maintained and fulfilled all client special requirements.
Accessed the order entry system to provide customers with accurate and relevant information.
Answered technical and order related inquiries via email and LivePerson Live Chat.
Assisted with beauty and skincare concerns and questions via telephone, ensuring prom, wedding looks and acne and age prevention issues are appropriately and professionally accomplished and solved

TRAINER

Confidential

Responsibilities:

Worked as the single point of contact for information via face to face contact, answering phones or E-mail; reached out and responded to inquiries.
Assisted with confidential and pre-patented creations of inventions
Educated and collaborated with groups and companies from Girl Scouts to Saturday Night Live and Nike about 3D printing technology
Conducted demonstrations and taught 3D design and 3D printing classes for adults and children.

We provide IT Staff Augmentation Services!

We'd love your feedback!

Resume Categories

Client Services

Job Seekers

Visa Sponsorship