Technical support professional with extensive IT background. Enjoys troubleshooting to find solutions to technical issues.
Summary of Skills
Patient and diligent
MS Office proficiency
Accomplished with mobile devices
Onsite Support Engineer, 07/2012 to CurrentHCL America Inc － Cary, NCProvided base level IT support to company personnel. Resolved customer complaints and concerns with strong verbal and negotiation skills. Displayed courtesy and strong interpersonal skills with all customer interactions. Maintained composure and patience in face of difficult customer situations. Trained new employees and explained protocols clearly and efficiently. Researched issues on various computer systems and databases to resolve complaints and answer inquiries. Referred difficult issues to upper management while maintaining positive rapport with customer. Informed customers about issue resolution progress. Assisted customers with technical issues via email, live chat and telephone. Troubleshot hardware issues and worked with service providers to facilitate repairs.
PC Technician, 07/2011 to 07/2012Advance Programming Group － Toms River, NJTroubleshot hardware issues and worked with service providers to facilitate repairs. Maintained records, logs and the lifecycle of work requests. Researched, documented and escalated cases to higher levels of support according to internal procedures.
Bachelor of Science:Information Technology,2006University of Phoenix － Philadelphia, PA, Philadelphia