Technical Support Representative Resume Sherwood, AR - Hire IT People

PROFESSIONAL SUMMARY:

Experienced IT Professional with windows operating systems and a very strong troubleshooter of desktops and notebooks.
Great understanding of hardware and software components of PC’s and can quickly diagnose the issue at hand.
Strong communication skills coupled with a high level of integrity and professionalism.
Advanced Organizational Skills and detail - oriented
Advanced in Server 2012 and Microsoft Exchange
Experience in monitoring daily call-center activity
Advanced People Skills
Knowledge of TCP/IP
Advanced experience in Lan/Wan Technology
Ability to work with Microsoft Word, Excel, and PowerPoint
Ability to lead others and conduct developmental s
Advanced communication skills
Advanced Problem solving and decision making skills
Ability to lead and manage a large team effectively
High level technical Knowledge with PCs and Peripherals
Advanced knowledge with Windows operating systems.
Advanced written and verbal communication skills
Excellent customer service skills that build a high level of customer satisfaction

PROFESSIONAL EXPERIENCE:

Confidential, Sherwood, AR

Technical Support Representative

Responsibilities:

Confidential, Conway, AR

Team Lead

Responsibilities:

Lead a team of agents to provide great customer service to HP customers
Review goals and procedures to achieve a high level of customer satisfaction
Manage and monitor agent stats and numbers to maintain required quotas
Respond to external calls and emails from customers regarding technical issues
Instruct agents on HP processes and provide guidance on technical issues with notebook PCs.
Serve as a supervisory contact for HP customers when handling escalated issues
Conduct one on one coaching sessions with agents to improve agent performance
Construct presentations regarding updated HP processes and conduct developmental s
Monitors agent day to day operations and keep service level at a productive level
Technical mentor for front line agents supporting Windows operating systems

Technical Support Agent

Confidential

Responsibilities:

Assisted customers with technical issues with their personal computers
Assisted customers with technical issues over the phone and by email
Provided Customer Service and Technical Support over the phone
Mentored fellow teammates.
Specifically chosen for departmental follow - up team that interacts externally with 20% of HP's clientele.
Responded to calls and Customer emails in a timely manner
Answered and routed phone calls
Sent emails and faxed documents to community leaders and coalitions and faxed
Aided coalitions with community projects
Explained the purpose of the Family Service Agency to visitors
Participated in community activities to represent the Agency