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Technical Support Representative Resume

SUMMARY

  • Experienced IT Professional with windows operating systems and a very strong troubleshooter of desktops and notebooks. Great understanding of hardware and software components of PC’s and can quickly diagnose the issue at hand. Strong communication skills coupled with a high level of integrity and professionalism.

PROFESSIONAL EXPERIENCE

Confidential

Technical Support Representative

Responsibilities:

  • Resolved escalated technical issues and respond to emails
  • Trouble shoot client software and other computer problems
  • Write technical documents to be used by other technicians
  • Advise clients on how to resolve financial issues.
  • Create custom reports for clients and promote healthy business practices

Confidential

Team Lead

Responsibilities:

  • Lead a team of agents to provide great customer service to HP customers
  • Review goals and procedures to achieve a high level of customer satisfaction
  • Manage and monitor agent stats and numbers to maintain required quotas
  • Respond to external calls and emails from customers regarding technical issues
  • Instruct agents on HP processes and provide guidance on technical issues with notebook PCs.
  • Serve as a supervisory contact for HP customers when handling escalated issues
  • Conduct one on one coaching sessions with agents to improve agent performance
  • Construct presentations regarding updated HP processes and conduct developmental trainings
  • Monitors agent day to day operations and keep service level at a productive level
  • Technical mentor for front line agents supporting Windows operating systems

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