SUMMARY:

• Professional technical support specialist with in - depth experience in troubleshooting various hardware, software, as well as network connectivity issues across Windows, Mac OS X, iOS, and Android operating systems.
• Keenly focused towards maintaining client satisfaction.
• Established track-record of being detail-oriented, knowledgeable, and timely while resolving issues both individually and as a part of a team in fast-paced work environments.

CORE COMPETENCIES:

• Help Desk Support
• Data Management
• Account Management
• Phone Support
• Online Support
• Email Support
• Chat Support
• Call Handling
• Problem Solving
• Root Cause Analysis
• Management Systems
• Customer Service

PROFESSIONAL EXPERIENCE:

Confidential, Brentwood, MD

Security Service and Support Specialist

Responsibilities:

• Seasonal Work From Home Position
• Answer inbound calls received through Salesforce via VPN connection.
• Provide functional troubleshooting, product feature explanation, and assist with enhanced product features or changes.
• Utilize specific software tools to find, identity, and report cases of identity theft and/or tax fraud within TurboTax’s database.
• Accurately log all questions and steps towards resolution within Salesforce Contact Management System.
• Respond to and complete requests for customer account reactivation or deactivation.
• Reset password for customer accounts.
• Refund product orders, issue extensions on collection orders, and provide free service codes when appropriate.
• Consult with lower tier advisors regarding scope of support and company procedures.
• Utilize Knowledge Base, Internal Outlook Email, and Internal Intranet Site to research issues and remain up to date on trending issues, agent alerts, and policy changes.
• Work along with team members in virtual work environment to ensure customer issues are resolved.

Confidential, Silver Spring, MD

Technical Consultant

Responsibilities:

• Diagnosed and troubleshoot all hardware, software, and network connectivity issues related to Android and Apple mobile devices.
• Accurately logged all customer interactions and steps to issue resolution into Sprint's incident management system.
• Utilized MCE MDM tool to perform device hardware/software diagnostic, data back-up, software restore, wipe, and data content transfer.
• Performed various inventory tasks such as monitoring inventory levels and merchandising product on the sales floor.
• Daily check of internal e-mail in Outlook, knowledge base, and corporate intranet site to ensure compliance with all operational policies and procedures.
• Attained Asurion Samsung Repair Technician Certification
• Met and exceeded all customer service, repair, and sales metrics.

Confidential, Washington, DC

Desktop Support Analyst

Responsibilities:

• Answered service desk phone calls, assessed the type of requests and logged them into Remedy incident management system.
• Accurately logged and dispatched service desk inquiries/issues submitted via email, chat, and service desk portal within Remedy incident management system.
• Diagnosed and troubleshoot issues with Windows OS in order to maintain proper functionality. Including software and network (including VPN) connectivity issues.
• Diagnosed and troubleshoot issues with various models of Apple Mobile devices (iPhone and iPad) to maintain proper functionality. Including hardware, software, and network connectivity issues.
• Troubleshoot issues with internal and third-party programs/applications within Windows and iOS operating systems.
• Troubleshoot issues with peripheral equipment such as copiers, printers, projectors, scanners and other devices.
• Performed new computer configuration builds and workstation set-ups for new and pre-existing employees.
• Scheduled appointments to meet with users directly in order to troubleshoot their issues in person.
• Tracked and updated the movement of all IT assets (laptops, desktops, printers, etc.) within stipulated database within Microsoft Access and SharePoint Site.
• Managed user accounts within Active Directory and other internal software such as UltiPro and IIS.
• Composed and updated procedural work instructions as well as operational matrix’s located on S: Drive and SharePoint Site.

Confidential, Hyattsville, MD

iOS Senior Technical Support Advisor

Responsibilities:

• Diagnosed and provided a path to resolving inquiries related to all aspects of the appropriate queue (iPod Touch, iPhone, iPad). Including hardware, software, networking, and interactions with the host computer OS and applications.
• Accurately logged all interactions via Apple’s Contact Management Systems.
• Achieved specific and measurable call center metric targets including:

  Average Handle Time and Schedule Adherence

• Advised lower Tier Advisors regarding technical support procedures/policies during phone consults and virtual training room sessions.
• Educated customers on support options, the steps needed to resolve their issue, including online tutorials, in-store programs and help applications built within software programs.
• Troubleshoot technical problems with personal computers, peripheral equipment, software applications, networks and other devices.
• Provided appeasements via Apple Online Store in situations where it was in Apple’s best interest to do so in order to maintain overall customer satisfaction.

Confidential, Hyattsville, MD

iOS Technical Support Advisor

Responsibilities:

• Probed, Analyzed, Isolated, and Resolved unexpected behavior of all Apple Mobile Devices.
• Provided empathy to Apple customers while resolving their issues.
• Troubleshoot all models of Apple Mobile Devices (iPhones, iPads, iPods Touch, iPod Nano, etc.)
• Recognized and adjusted communication and interaction approach to accommodate all levels of customer's experience, without compromising quality or the ability to provide support within a reasonable time frame.
• Read and applied daily product notes and Apple bulletins to ensure accuracy with support.
• Accurately logged all customer interactions in the Apple Contact Management System.
• Troubleshoot iCloud services on Windows OS and Mac OS X.
• Troubleshoot iTunes program on Windows OS and Mac OS X.
• Provided refunds of various Apple Services to customers.
• Reset Apple ID account information such as security questions and passwords.
• Arranged for defective devices to be serviced at Apple Repair Center.
• Worked along with team members in resolving various technical issues.