Proven customer support professional who has advanced quickly in all positions. Motivated to perform at peak levels and meet company goals,an Energetic Technical Support Agent who provides the experience and critical thinking necessary to successfully facilitate client relations. Effective at technical support and reporting. Highly computer-savvy.
Customer service expert
Knowledgeable in Mac systems
SQL Database Management
Spreadsheet Application and Design
Remote Application Support
Analytical and critical thinker
Coaching and Consultation
Application Beta testing
Written and verbal communication skills
Operating System management
Level 2 Technical Help desk Representative 03/2012
to Current APAC Customer Services – 131 Genesee St, Utica,
Provided level 2 IT support to non-technical personnel within the educational department nationwide.
Managed call flow and responded to technical support needs of customers.
Resolved customer issues in a clear, courteous and straightforward manner.
Demonstrated professionalism and courtesy with customers at all times.
Identified and solved technical issues with a variety of diagnostic tools.
Created cases and Followed up with clients to ensure optimal customer satisfaction
Conducted research to address customer concerns.
Remained up-to-date on the latest technologies and solutions applicable to company products.
Provided coaching and consultation to level 1 agents and new hires.
Assumed quality assurance duties including training on soft skills to ensure team professionalism and information accuracy.
Lead emergency call floor operations for multiple clients including Scholastic, Samsung, New York Times.
Delivery Driver/Assistant Manager08/2007
to Current Sherrill New York Pizzeria – Sherrill,
New York NY
Provided delivery services in a timely and professional manner.
Managed workload for up to 5 employees to exceed expected productivity in a food service environment.
Addressed customer complaints to improve customer satisfaction
to 07/2007 Mike's Lawn and Snow Landscaper – Chittenango,
Provided lawn care services including mowing, weed-eating, Mulching, Plant Care, and Plant and Tree placement.
Associate of Applied Science: Computer Information SystemsMay 2014Mohawk Valley Community College-
NYMohawk Valley Community College has prepared me for a successful in the field of information technology by providing education on a broad range of technical skills. Courses I have currently completed include database management, Spreadsheet application and development, Operating Systems and Environment, and Computer Information Systems
Promoted to Level 2 Help Desk after training
Trained and led technical support teams of more than 12 support specialists.
Activities: Jogging, Kayaking, and Game Design
Honors: First Degree Black Belt In The American Tae Kwon Do Association(ATA)