Summary

Highly motivated and goal oriented Customer Service/ Help Desk Professional with more than eight years of successful experience exceeding customer service metrics and building customer based relationships. Proven effectiveness in PC support application support technical support and problem resolution. Demonstrated ability to identify and remediate complex issues and resolve time-sensitive projects. Resourceful team leader focused on quality productivity and results. Unique ability to identify and resolve customer issues efficiently and with careful attention to policy and procedure. Excellent judgment in referring customers through proper channels when additional authority is required.

Areas of Expertise

• Installation and maintenance of computer hardware and software
• Understanding of Network Topologies and Protocols
• Skilled in the planning installation configuration management connectivity monitoring and troubleshooting of Windows 2000 Windows XP Windows Vista and Windows 7
• Skilled in the installation implementation configuration management connectivity monitoring and troubleshooting of Mac OS X and Mac OS9
• Understanding of the Microsoft Office Suite and Microsoft Office for Mac
• Skilled in configuring and troubleshooting MacMail MS Outlook Outlook Web Access and Office 365
• Ability to troubleshoot in person by telephone email Instant Message and remote assist software.
• Skilled in troubleshooting and monitoring Voice over IP connections.
• Ability to install peripherals i.e. printer fax scanner etc. through direct connection wireless connection or over the network.
• Skilled in installing security software device drivers and software updates.
• Skilled in the use of ticket/call tracking systems i.e. HEAT GrandSlam Remedy Peoplesoft etc.
• Skilled in working with Active Directory and Google Apps
• Skilled in the use of Remote Assist software i.e. LanDesk Remote Desktop Connection Windows Remote Assistance Join.me etc.

Relevant Work Experience

Confidential

HelpDesk IT Technician

• Answer calls and address user questions concerning software hardware email passwords and access.
• Address phone walk in and office support problems questions concerns and issues as part of the help desk team.
• Assist in identifying trends related to issues or questions raised by customers.
• Make recommendations to improve policies practices and procedures using hand-on technical skills.
• Document procedures and common resolutions contributing materials to the knowledge-sharing.
• Evaluate and prioritize calls walk-in traffic and e-mail request for assistance.
• Provide assistance to staff in testing implementation and validation of initial software platform and subsequent upgrades and/or modifications.
• Pose series of questions to customers in operating departments to understand business problems and develop technical solutions.
• Provide rudimentary technical expertise on applications technical tools and software.
• Participate with team in the resolution of software or business related problems related to applications.
• Maintain working knowledge of deployed applications and upgrades. Provide orientation to help desk staff and University staff as necessary.
• Participate in hardware and software installation repair and upgrade as well as problem diagnosis and resolution resulting from these installations.
• Participate in testing application updates and fixes patches legal changes and configuration updates.
• Create end user profile accounts.
• Remain current on application developments in order to perform competent quality service to users.

Confidential

Sr. PC Technician -

• Configures installs tests troubleshoots repairs and maintains personal computers and systems printers related hardware and software.
• Responds to users tickets inquiries/calls for assistance.
• Updates the call logging system with call detail steps for call resolution and keeps all affected parties aware of progress.
• Performs installations and upgrades of recommended hardware and/or software in a manner that is timely and non-disruptive to the user.
• Troubleshoot issues with University Laptops and Personal laptops and other mobile devices.
• Assist students with issues that arise in the Information Lab with logins applications and devices.
• Assists with the support of the Information Lab ETS Helpdesk and the iLab Helpdesk.
• Supervise Student Staff and provide instruction for supporting the iLab daily.

Confidential

Sr. PC Technician

• Configures installs tests troubleshoots repairs and maintains personal computers and systems printers related hardware and software.
• Responds to users tickets inquiries/calls for assistance.
• Updates the call logging system with call detail steps for call resolution and keeps all affected parties aware of progress.
• Performs installations and upgrades of recommended hardware and/or software in a manner that is timely and non-disruptive to the user.
• Troubleshoot issues with University Laptops and Personal laptops and other mobile devices.
• Assist students with issues that arise in the Information Lab with logins applications and devices.
• Assists with the support of the Information Lab ETS Helpdesk and the iLab Helpdesk.
• Supervise Student Staff and provide instruction for supporting the iLab daily.

Confidential

ITD ServiceDesk

• Responds to users tickets inquiries/calls for assistance.
• Produces and shares well-written communications and documentation.
• Monitors the ITD ServiceDesk HEAT system and respond appropriately and timely to tickets.
• Configures installs tests troubleshoots repairs and maintains personal computers and systems printers and related hardware and software.
• Escalates any issues that cannot be resolved at the ServiceDesk to the appropriate resource within the ITD team.
• Updates the call logging system with call detail steps for call resolution and keeps all affected parties aware of progress.
• Performs installations and upgrades of recommended hardware and/or software in a manner that is timely and non-disruptive to the user.
• Participates in desktop upgrade projects.
• Setup troubleshoot and escalate issues related to mobile devices including iPhone iPad Blackberry Laptops and Netbooks.

Confidential

Collection Lead

• Supported and led a team of up to 15 representatives on collections issues entailing billing technical support outstanding debt identity theft and fraud.
• Coached representatives through side-by-sides discussion sessions and witness recordings of customer interactions.
• Worked consistently on projects to bring down company debt.
• Handled escalated technical issues over the phone email communication and remote assist software to resolution.
• Provided administrative support to the Team Supervisor.
• Documented daily weekly and monthly metrics for all team members.
• Prepared incentives for team members to empower them to meet metrics.
• Oversaw all representatives in the Collections Call Center.
• Offered assistance to other departments when needed.

Confidential

Service Advisory Group CAE IV

• Handled service issues escalated by technical support representatives supervisors and managers.
• Kept accurate documentations of all steps taken to resolve issues.
• Worked directly with customers to ensure trusting business relationships.
• Requested Technician Supervisors support when needed to resolve an issue.
• Documented reports to show resolution percentages on a weekly and monthly basis.
• Provided in depth technical support over the phone to customers with repeat issues.
• Surveyed node areas to pinpoint potential trouble spots and outage issues.
• Assisted Technical Support Call Center as a point person when supervision was not available.

Confidential

Customer Account Executive II Technical Support

• Provided superior customer service to subscribers that called in with service issues billing issues or questions about products and services.
• Educated team on high end issues or referrals for service.
• Mentored new and struggling representatives using their tools problem solving and overall call control.
• Assisted Technical Support Call Center as a point person when supervision was not available.
• Delivered excellent customer support to VIP and Platinum subscribers.
• Processed corporate complaints and technical issues through the ESL line and followed them to resolution.
• Handled the transition of New Hire representatives from the training center to the Call Center floor.

Confidential

Technical Support Representative Tier I

• Answered inbound phone calls for a multi-million dollar infrastructure s Technical Support Line.
• Troubleshooter for clients hardware and software issues.
• Provided resolutions to technical and service problems posed by callers.
• Logged case notes related to callers in Vantive or Peoplesoft.
• Setup dispatches for mail-in repairs and customer installable parts.
• Trained new team members on sales strategies and propositioning clients.