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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.

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