Technical Support Representative Resume Richmond, VA - Hire IT People

SUMMARY:

Through my dedication for hard work, consecutive self - improvement, and determination to achieve success, I seek to secure a career opportunity in which I can make a significant contribution to the success of my employer.
Extremely organized and high degree of self-initiative
Windows, Macintosh, and iOS troubleshooting
Remote advisor troubleshooting
Leadership, coaching, mentoring, and floor support
Excellent written and oral communication skills, analytical and problem-solving skills
Technically proficient in Microsoft Office - Outlook, Word, Excel, PowerPoint, Project
Adobe Dreamweaver, Adobe Illustrator, HTML, CSS, and Adobe Photoshop
Attention to detail and fast pace work environment
Team oriented in group assignments/problem solving skills and strategies

PROFESSIONAL EXPERIENCE:

Confidential, Richmond, VA

Technical Support Representative

Responsibilities:

Perform technical troubleshooting while providing superior customer service via phone/chat.
Create tickets per incident using iLog-ticketing system.
Utilize Bomgar to provide remote assistance for users.
Troubleshoot all incidents and inquiries to ensure high percentage of first call resolution incidents.
Chosen by Team Leader to mentor and do floor support to assist new Tier 1 Technical Support Advisors on the floor on how to effectively troubleshoot iOS issues while adhering to work policies and procedures.
Remove and add software to clients computers
Voted pod leader, to coach advisors to uphold standards and metrics
Assist team leader in ensuring quality assurance metrics are met as a team

Confidential, Richmond, VA

Computer Sales Associate

Responsibilities:

Demonstrate high level customer service
Meet sales quotas by determining what services and products best fit the customer
Maintain knowledge base of up to date products and technologies

Confidential, Richmond, VA

Technical Service Representative

Responsibilities:

Answer inbound phone calls to troubleshoot lost shipments per customer.
Schedule new shipments and pickups per customer request.
Properly notate accounts and creating tickets in database on customer issues and solution to call.
Demonstrate high customer service and troubleshooting skills in fast pace work environment with minimal supervision.

Confidential, Dublin, VA

Ammunition Specialist

Responsibilities:

Manage all ammunition using accuracy-focused, detailed-oriented skills.
Work in a successful team-oriented environment with light supervision in the workplace with attention to detail.
Stay up to date with methods that are constantly changing within the military’s procedures.

Confidential, Christiansburg, VA

Technical Service Representative

Responsibilities:

Answer inbound phone calls to troubleshoot and provide specific instructions to customers for assistance with dish problems.
Responsible for staying up to date with methods for assisting customers due to system updates.
Read, comprehend, and properly notate trouble tickets for each customer call.
Successful and comfortable with high volume workloads at fast pace manner while still meeting policy standards.
Demonstrate strong customer service skills along with sales.