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MDM Specialist/Tier 3 Technical Support Representative Resume Example

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MDM SPECIALIST/TIER 3 TECHNICAL SUPPORT REPRESENTATIVE
Summary
Skills
  • Call center experience
  • Hardware diagnostics
  • Customer support needs assessment
  • Windows XP/Vista
  • Technical Troubleshooting
  • Application installations
Experience
Company Name | City, StateMDM Specialist/Tier 3 Technical Support Representative08/2018 - Current
  • Supported Tier 3 customers having data connectivity issues, assisting with troubleshooting steps and rebooting of hardware.
  • Troubleshot management and security hardware issues and worked with service providers to facilitate repairs for end users.
  • Researched, resolved and followed up on multiple users and resolved customer issues, earning great customer service review rating.
  • Assisted customers with enrollment and activation technical issues via email, live chat and telephone.
  • Drafted whitepapers, user manuals, implementation documentation and support base entries to reduce customer tickets and customer service expenses and enable support team to solve customer queries effectively.
  • Delivered on-site technical support following Xen Mobile and Airwatch implementation and worked with managers to suggest product upgrades and changes.
  • Provided real-time support to everyday users of multiple different companies
  • Managed user profiles, security access and shared file structures.
  • Served as level-three support escalation point for multiple-member distributed support staff.
  • Processed multiple inbound and outbound technical support calls.
  • Reviewed support cases for technical and troubleshooting accuracy and identified needed improvements in processes.
  • Implemented system security and data assurance software including Xen Mobile and AirWatch.
  • Collaborated with support team to assist client stakeholders with emergent technical issues and develop effective solutions.
  • Mentored other technical engineers and support professionals to provide professional development and skill enhancement.
  • Monitored service orders to completion and closed service tickets.
Company Name | City, StateBank Teller10/2017 - 04/2018
  • Verified amounts and integrity of every check or funds transfer.
  • Promoted facility security by monitoring customer behaviors and following established protocols to protect individuals and assets.
  • Counted as much as thousands in daily funds with manual and machine-assisted methods.
  • Conducted special service and account transactions for customers, including ordering checks and placing stop payment orders.
  • Maintained optimal financial controls by securing funds and making accurate transactions.
  • Met or exceeded sales goals by promoting bank products and services in every interaction.
  • Demonstrated expertise in identifying and mitigating potential fraud and transaction risks.
  • Recommended bank products and services to current and prospective customers.
  • Offered to take on additional shifts during holidays and other busy periods to alleviate staffing shortages.
  • Assisted customers in bank operations, including opening accounts, accessing safe deposit boxes and ATM operations.
  • Adhered to strict guidelines regarding financial and customer data to avoid breaches and information misuse.
  • Processed customer transactions, including loan payments, safe deposit boxes and check-cashing.
  • Explained bank services, financial products and applicable fees to customers.
  • Identified and reported suspicious behavior to security personnel as appropriate.
  • Reconciled cash and checks against computer records at end of shift.
  • Entered transactions into computer and issued customer receipts.
Company Name | City, StateFruit Expert06/2016 - 07/2017
  • Assisted team members to identify plant and crop diseases and recommended proper method of disposal .
  • Recorded product information, specifications and grade on spreadsheet for accurate record keeping.
  • Conducted research for new quality and grading methods to increase on-site accuracy.
  • Examined products to determine initial quality and discarded inadequate or inferior material into separate bins.
  • Assigned accurate grade to each product based on USDA grading standards.
  • Operated food scale to determine weight of individual items being graded.
  • Sorted products into marked bins dependent on assigned grade and product type.
  • Inspected unprocessed food or agricultural material to determine species, color, length, width, appearance, smell and quality.
  • Recognized by management for providing exceptional customer service.
  • Improved customer satisfaction by finding creative solutions to problems.
  • Worked closely with team members to deliver project requirements, develop solutions and meet deadlines.
  • Provided excellent service and attention to customers when face-to-face or through phone conversations.
  • Improved operations by working with team members and customers to find workable solutions.
Company Name | City, StateCashier03/2016 - 02/2017
  • Scanned customer purchases, supporting transactions to streamline sales process.
  • Processed returned items in accordance with store policy.
  • Assisted with purchases, locating items and signing up for rewards programs.
  • Helped customers find specific products, answered questions and offered advice.
  • Processed customer payments quickly and returned exact change and receipts.
  • Welcomed customers, offering assistance to help find necessary store items.
  • Inspected items for damage and obtained replacements for customers.
  • Operated cash register, collected payments and provided accurate change.
  • Maintained high productivity by efficiently processing cash, credit, debit and voucher program payments for customers.
  • Worked closely with front-end staff to assist customers and maintain satisfaction levels.
  • Properly verified customer identification for alcohol or tobacco purchases.
  • Resolved issues with cash registers, card scanners and printers.
  • Learned roles of other departments to provide coverage and keep store operational.
  • Processed all sales transactions accurately and promptly to prevent long customer wait times.
  • Completed daily recovery tasks to keep areas clean and neat for maximum efficiency.
Education and Training
Aiken Technical College | City, StateSome College (No Degree)
Aiken High School | City, StateHigh School Diploma06/2015
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Resume Overview

School Attended

  • Aiken Technical College
  • Aiken High School

Job Titles Held:

  • MDM Specialist/Tier 3 Technical Support Representative
  • Bank Teller
  • Fruit Expert
  • Cashier

Degrees

  • Some College (No Degree)
    High School Diploma

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