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Technical Support Representative Resume

Richmond, VA

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
  • Attention to detail and fast pace work environment
  • Team oriented in group assignments/problem solving skills and strategies

TECHNICAL SKILLS:

Technically proficient in: Microsoft Office - Outlook, Word, Excel, PowerPoint, Project, Adobe Dreamweaver, Adobe Illustrator, HTML, CSS, and Adobe Photoshop

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.

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