Application Specialist Resume

OBJECTIVE

To obtain a challenging position that will utilize my skills and experience and will also provide me the opportunity for growth and advancement in the IT field.

TECHNICAL SKILLS

Technical Support
Hardware Troubleshooting
Software Troubleshooting
Internet Applications Support
Telephone Etiquette
Network Troubleshooting
Remote Support
Quality Assurance
Technical Document Writing
Computer Support

PROFESSIONAL EXPERIENCE

Application Specialist

Confidential

Responsibilities:

Researches, analyzes and resolves software issues
Performs system and business process reviews and other service reviews and makes recommendations on best practices
Supports software product customization based on client requirements
Research and troubleshoot escalated application issues.
Effective communication with client, account management and other team members.
Utilize SQL editors and other utilities to perform research, custom reports and database changes
Follow company policies to maintain SAAE16 and PCI compliance.
Coordinate and complete client projects.
Work closely with clients and account managers to prioritize tasks.
Effective estimation of project feasibility, complexity and duration.

Quality Analyst

Confidential

Responsibilities:

Evaluated advisors and used the aggregate data to identify positive and negative trends across a line of business
Coached advisors on any critical failure
Participated in a weekly strategy meeting to discuss aggregate data
Determined actions based on that data and evaluated effectiveness of previous actions
Sought constant feedback from peers to improve performance
Monitor the daily functions of the call center and ensure smooth operation of all activities. Take initiative to resolve issues, if any.
Establish defined quality standards for all work aspects of the organization. Make decisions to investigate and resolve data quality issues.
Identify areas and opportunities to upgrade quality standards within management processes and systems CPU Tier 2 Senior Advisor:
Repair and replace hardware parts on the Apple computer
Support basic setup, installation, assembly, and connectivity.
Identifying corrupted files, bad media, and potential viruses
Help customers connect to an Internet service provider (ISP) or local area network (LAN)
Isolate networking issues to determine if the problem is with the client or the server
Support software installation, launch, and recovery if the customer's hardware configuration meets the minimum system requirements for the software
Help customers determine memory requirements and identify damaged media or corrupted software
Help test basic functionality, such as ensuring the customer can print
Answering questions about software product security
Answer questions about proper hardware configuration (such as cabling, connectivity, and switch settings) and software configuration (such as configuring the Mac OS to work with Apple hardware and software)
Handle staff and customer escalations
Identify staff training and development needs
Monitor and measure agent level performance
Provide regular coaching
Provide formal and informal performance feedback, both team based and one - to-one, and take corrective action as required
Promote positive employee behaviors by leading by example
Mentoring Call Centre Performance
Monitor and meet defined performance goals
Measure and report on call centre performance
Provide direct phone queue support - 50% regular call load usual CPU Tier 1 Advisor:
Provide basic to moderately complex support to Apple customers on Apple products, systems, peripherals and software
Logging of calls from customers onto an Apple database and following escalation procedures to resolve problems or issues
Provide technical support to Apple Customer's
Maintain strong technical skills regarding Apple devices using the IOS 6 operating system
Setup repairs for hardware issues on the devices
Resolves technical issues involving Macintosh operating system, software, hardware, and networks over the phone in a customer-centric manner.
Scope of support covering usability and troubleshooting for the entire Mac OS X operating system and included applications such as iTunes.
Sets up and troubleshoots all types of Mail services, including Mac mail, Exchange accounts, and others.
Provision of extensive hardware troubleshooting for components and devices such as desktops, portables, iPods, iPhones, batteries, network devices, and backup media.

We provide IT Staff Augmentation Services!

We'd love your feedback!

Resume Categories

Client Services

Job Seekers

Visa Sponsorship