CUSTOMER SUPPORT SPECIALIST/ HELPDESK TECHNICAL SUPPORT Resume

SUMMARY:

Proactive Customer support specialist and technical support with 6 year experience managing and supervising customer care centers in enterprise environments
Hands - on experience in Website design and administration
Strong experience in computer trouble-shooting which includes both software and hardware trouble-shooting for PC and MAC
Hands-on experience in Oracle Database Installation, configuration and Administration
Well-developed verbal and written communication skills
Thorough knowledge of the service or product
Be able to describe its functions, features and details to customers
Be able to respond to customer complaints, requests and inquiries in a professional and timely manner
Excellent organizational skills
Excellent knowledge of Microsoft Office computer programs and a host of other 3D multimedia authoring tools such as Light-wave 3D
A self-motivated, responsible and reliable team player with a set of strong technical skills
Very resourceful and trainable
Expert knowledge of Zen desk and salesforce help desk tools
Results-driven IT personnel with an established reputation for effectively working with diverse groups of people and adaptability to changing environments.

PROFESSIONAL EXPERIENCE:

Confidential

CUSTOMER SUPPORT SPECIALIST/ HELPDESK TECHNICAL SUPPORT

Responsibilities:

User administration (setup and maintaining user accounts)
Provides first level support for inbound incidents and Service Requests from end users and client IT staff.
Maintain end to end responsibility for customer’s support needs providing timely, reliable, and courteous service.
Participate in and adhere to all SOP's such as the PDS Incidents and Service Requests
Assists with the development and improvement of work instructions, procedures, standards and documentation.
Verify that computer peripherals are working properly
Quickly arrange repair for hardware in occasion of hardware failure
Monitor system performance
Assists other Customer Support Specialists by acting as a touch-point to hand off in depth issues before escalating out of the Level 1 support group. Conduct regular queue management to ensure adherence to SOP's
Install software
Create a backup and recovery policy
Update system as soon as new version of OS and application software comes out
Troubleshooting any reported problems

Confidential

CUSTOMER TECHNICAL SUPPORT SPECIALIST / HELPDESK SPECIALIST

Responsibilities:

Maintain appropriate level of skills to handle incidents and requests in line with established service levels.
Provide feedback of intelligence gained through customer interactions.
Make or suggest updates to the Knowledge within the Knowledge Management databases
Attracts potential customers by answering product and service questions; suggesting information about other products and services.
Opens customer accounts by recording account information.
Maintains customer records by updating account information.
Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
Maintains financial accounts by processing customer adjustments. Recommends potential products or services to management by collecting customer information and analyzing customer needs. Prepares product or service reports by collecting and analyzing customer information. Contributes to team effort by accomplishing related results as needed
Investigate customer complaints and non-conformance issues
Analyze data to identify areas for improvement in the quality system
Prepare reports to communicate outcomes of quality activities
Assure ongoing compliance with quality and industry regulatory requirements
Plan, conduct and monitor testing and inspection of materials and log-books to ensure correct data entry
Evaluating and identifying where system enhancements are required

Confidential

TECHNICAL SUPPORT SPECIALIST / HELPDESK SPECIALIST

Responsibilities:

Verify that peripherals are working properly
Arrange repair for hardware in occasion of hardware failure
Monitor system performance
Update system as soon as new version of OS and application software comes out
Troubleshooting any reported problems
Maintaining system
Develop or document style guidelines for web site content

Confidential

INTERN TECHNOICAL SUPPORT SPECIALIST

Responsibilities:

Create custom maps using Google spreadsheet data
Accurately enter customer sales orders, quotes and returns
Address basic technical support questions
Receive inbound calls and respond to calls as appropriate
Promptly resolve customer service issues to the customer’s satisfaction per company procedures and standards
Create and maintain customer accounts in database
Perform administrative duties, reports and special projects associated with Customer Support Physical Demands
Visualize Data & Information With Google Fusion Tables
Design cable network pathways with Google places so that it doesn’t pass through congested areas in the city

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