Customer Support Representative, exact Resume

OBJECTIVE

I aspire to attain a career in a challenging, rewarding and dynamic work environment. I like to continually develop new skills and stay abreast in my field.

TECHNICAL SKILLS

Technical skills/training: Strong analytical and creative problem solving, Strong knowledge of Microsoft Suite, Able to master new software quickly, Self motivated, Data management, Research and writing, Putty, Remedy, Bomgar, Nagios, Robot & Heartbeats Monitor, Windows Server 2008, Active Directory, Exchange, Windows 7, Network Infrastructure, Net+, Server Administrator, Windows Desktop, BlackBerry Server Admin, Big Brother, SCOM, IPMonitor, Websphere

Management skills/software: Self motivated, Organized, Work well under pressure, Strong interpersonal skills wif over 15 years in Customer Service environment, Outstanding attention to detail, Professional demeanor, Excellent customer service and communication skills both verbal and written, Knowledge of various business software programs such as FileMaker Pro and Kronos, Creative problem solver, Work well independently or in a team atmosphere, Actively engages in company social committee

Other Training: Dealing Wif Difficult People, Train teh Trainer, Time Management, Critical Thinking and Problem Solving, First Aid / First Responder, CGRP clearance, TICO Certification (Travel Industry Council of Ontario), Gatehouse, GAD

PROFESSIONAL EXPERIENCE

Customer Support Representative, exact

Confidential

Responsibilities:

Diagnose, troubleshoot and actively resolve customer concerns via answering incoming calls, emails and customer support tickets in a timely fashion
Work on analysis projects wif various other departments to resolve customer issues and improve processes as well as product functionality
Create, maintain and update Customer Support user manuals and internal knowledge bases as business processes change or new applications are introduced

Network Centre Operator

Confidential

Responsibilities:

Proactively monitor network infrastructure
Managed Network Monitoring Systems and addressed system generated alerts created and tracked interactions and updated tickets in tracking tools
Created and maintained documentation
Remote Technical Support Specialist, Centerbeam
Remote customer support handling technical issues such as:
End user application issues
Network connectivity (IPSec, VPN, Citrix administration)
Mail flow in teh exchange environment
Blackberry issues
Active Directory administration

Coach(Supervisor), Sites

Confidential

Responsibilities:

Managed team of 10 - 25 agents
Team payroll
Managed KPIs, SLA, etc
Chaired weekly team meetings
Developed weekly sales incentives
Documented and delivered corrective action as needed
Led one on one weekly meetings wif agents

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