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Skills

  • Account management
  • Recipient of procedure Scholarship
  • Desktop support
  • Apple Certified Master Pro: procedure
  • Business Development
  • Wide-area Networks
  • Conflict deescalation
  • Expert in disaster recovery
  • Expertise in Mozy Online Backup
  • Proficient in Norton Antivirus software

Work Experiences

  • Identified potential method sales and cross-selling opportunities during the delivery of support services.
  • Developed a customer service and customer relationship training program with the goal of improving service quality, strengthening client-company relationships, and increasing customer loyalty.
  • Created documentation for damaged, lost, or displaced package cases and claims.
  • Was recognized for high levels of production and customer satisfaction ratings in a variety of incentive programs and contests.
  • Evaluated, troubleshot, and repaired a variety of machines, including desktop computers, printers, and sorters.
  • By providing high-quality and efficient support, I was able to keep existing clients and develop 17 new accounts.
  • Worked closely with supervisors to escalate and resolve customer or technical issues.
  • Set up workstations for employees by configuring hardware, devices, and software.
  • Provided Tier 1 IT support to non-technical internal users personnel through desk side support services.
  • Was in charge of internal product training for Tableau, which included training support staff, end-users, and new hires.

Summaries

  • Technical Support Representative with exceptional insight and knowledge of Adobe Creative Suite and Tableau in the context of Microsoft Excel.
  • Technical Support Representative with 2 years of successful data analysis and team leadership experience.
  • Dependable
  • Service-driven
  • Troubleshooting and desktop support on Windows, Linux, and Mac systems is a strong suit.
  • With ease and patience, troubleshoots highly technical issues.
  • Versatile
  • Resourceful
  • Motivated individual.
  • Technical support specialist with extensive IT experience.

Accomplishments

  • Cashier: Achieved highest Number of new credit accounts opened within one-month period.
  • Resolved product issue through consumer testing.
  • Provided over-the-phone technical support to non-technical users, explaining complex resolutions in easy-to-understand language and maintaining high customer satisfaction.
  • Reduced ticket backlog by 10 tickets through proactive issue identification and faster turnaround times.
  • Led migration of technical support documents to a cloud-based knowledge repository, improving support efficiency for 4 remote team members.
  • Facilitated smooth implementation of Power BI updates for 16 users by identifying and mitigating potential risks during early testing.
  • Achieved 54% customer satisfaction by resolving technical issues related to hardware and software within 12 hours.
  • Market Research: Performed an average of 80 follow-up phone calls per day to undercover customer needs and desires regarding product development, use and assistance.
  • Accomplished 8 consecutive on-time responses to SLA agreements through efficient ticket monitoring and resource management.
  • Telephone Service: Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.

Affiliations

  • Lions Club
  • International Association of Computer Science and Information Technology (IACSIT)
  • International Webmasters Association (IWA)
  • National Association of Computer Consulting Businesses (NACCB)
  • Microsoft Certified Professionals Network
  • Certified Information Systems Security Professional (CISSP) Chapter
  • Association of Information Technology Professionals
  • Rotary International
  • Institute of Electrical and Electronics Engineers (IEEE)
  • CompTIA Association of IT Professionals

Certifications

  • ITIL Foundation Certification
  • Certified Microsoft Office Specialist (MOS)
  • Certified Business Analysis Professional (CBAP)
  • Certified Information Technology Professional (CITP)
  • CompTIA A+ Certification
  • Certified Customer Service Professional (CCSP)
  • Apple Certified Associate (ACA)
  • IT Support Specialist Certificate from Ironclad Systems
  • Microsoft 365 Certified: Fundamentals
  • AppleCare Mac Technician (ACMT) Certification

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