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Technical Support Representative Resume

Sherwood, AR

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:

  • Resolved escalated technical issues and respond to emails
  • Trouble shoot client software and other computer problems
  • Write technical documents to be used by other technicians
  • Advise clients on how to resolve financial issues.
  • Create custom reports for clients and promote healthy business practices

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

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