Accomplished IT Helpdesk Information Technology professional with 20 years of information technology support experience. As a well-versed helpdesk support technician and accountable for, customer service, deployment, installing, diagnosing hardware and software defects. Also, certified in computer repairs and committed to providing efficient, high-quality support. If needed I can forward all necessary past employment.
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Consulted via telephone to understand user problems, run through testing and ask probing questions to locate root causes.
· Assumed remote control over customers' computers when necessary to resolve problems.
· Provided professional customer service consultations on Personal Storage Tables and Office 365 systems and processes.
· Consistently responded to customer service emails within standard window for optimal response.
· Supported IRS customers having data connectivity issues, assisting with troubleshooting steps and rebooting of hardware.
· Maintained calm, professional demeanor when faced with high demand, high volume workloads.
· Walked customers through processes of installing software or hardware and initial program start up procedures.
· Devised incisive workarounds and resolutions for customers problems.
· Trained new employees on support processes, procedures and knowledge base.
· Managed user profiles, security access and shared file structures.
· Reset passwords and configured access to local computers.
· Our team provided thorough software technical support and problem resolution for over 100 customers daily.
· Assisted online users via SKYPE conference and phone to resolve issues related to Personal Storage Table and Office 365 issues and access.
· Created and implemented administrative processes and procedures to prioritize job tasks.
· Analyzed and identified improvements to implement in department systems and controls.
· Liaised with customers, addressed inquiries, handled meeting requests and answer questions to provide outstanding customer care.
· Support team with compliance with company policies.
· Managed daily operations within SLA's by supporting continuous delivery of excellent services and care.
· Trained team employees on best practices and protocol while managing teams to maintain optimal productivity.
· Organized and maintained documents, SOP and screen shot processes.
· Onboarded team of fifteen administrative staff members, delivering consistent coaching in job tasks.
· Worked with management team to improve workflows and eliminate unnecessary tasks.
· Assisted in technical support meeting process to improve customer service and support.
· Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis.
· Collaborated with support team to assist customers with technical issues and develop effective solutions.
· Served as level-one support escalation point for fifteen-member distributed support staff.
· Responded to support tickets within minutes to improve customer service.
· Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
Responded to assistance requests from users and directed individuals through basic troubleshooting tasks.
Delivered remote Tier 1 IT support for hardware and software to company personnel.
· Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis.
· Consistently responded to customer service emails within standard window for optimal response.
· Served as level-one support escalation point for IRS customers and support staff.
· Documented repair processes and helped streamline procedures for future technical support actions.
· Facilitated system migration projects during off-hours to avoid outages and network bottlenecks.
· Supported IRS customers having data connectivity issues, assisting with troubleshooting steps and rebooting of hardware.
· Assisted in technical support process refinement to improve customer service and support.
· Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
· Assisted end-users with software and hardware troubleshooting to determine causes of system malfunction.
· Explained technology-related details in easy-to-understand terms to individuals from all walks of life and in various job positions.
· Advised customers on required maintenance practices and industry best practices.
Collaborated with support team to assist customers technical issues and develop effective solutions.
Delivered remote Tier 1 IT support for hardware and software to company personnel.
· Assumed remote control over customers' computers when necessary to resolve problems.
· Provided professional customer service consultations on Personal Storage Tables and Office 365 systems and processes.
· Consistently responded to customer service emails within standard window for optimal response.
· Supported IRS customers having data connectivity issues, assisting with troubleshooting steps and rebooting of hardware.
· Maintained calm, professional demeanor when faced with high demand, high volume workloads.
· Provided on-site technical support after project implementation and recommended product changes and upgrades to product managers.
· Walked customers through processes of installing software or hardware and initial program start up procedures.
· Developed online documentation for common SLA processes for both support staff and end-users.
· Devised incisive workarounds and resolutions for vendor software problems.
· Trained new employees on support processes, procedures and knowledge base.
· Managed user profiles, security access and shared file structures.
· Created new accounts, reset passwords and configured access to servers and file management software for users.
· Assisted customers with Microsoft technical issues via email,SKYPE and telephone.
· Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis.
· Provided thorough technical support and problem resolution for over 15 customers daily.
· Worked with a team of customer service supervisors to resolve several customer concerns on rapid time turn-a-round basis.
Responded to individual tickets every week to provide end-user support on Outlook and Office 365.
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