Eighteen years in Technical Support Representative customer support roles, skilled at resolving complex customer service issues in a timely manner.
Adept at resolving complex issues, critical thinker who addresses customer support issues quickly and who consistently exceeds performance standards. Effectively identifies problems using advanced troubleshooting skills.
Outstanding adept at developing customer relationships looking for an opportunity to bring exceptional teambuilding skills to a management position in a vibrant customer service department.
Primarily functioned as repair site service technician; Provide daily hardware, software troubleshooting and repair for consumer desktops & laptops.
Maintained composure and patience in face of difficult customer situations.
Informed customers about issue resolution progress.
Provided thorough support and problem resolution for customers.
Developed and maintained positive customer relationships.
Primarily functioned as Onsite Service Technician; Provide deskside support for onsite clients desktops, laptops, network devices, printers, and sites servers.
Primarily functioned as Onsite Service Technician; Next-Day (NBD) & Same-Day (SBD) and 4hr Response for 30+ clients per week. A $5+billion worldwide information technology consulting, service, and solutions company ; Next-Day (NBD) & Same-Day (SBD) and 4hr Response for 30+ clients per week,
Performed installation and configuration of clients proprietary software and hardware.
Performed as team lead for client installations projects (Intel, Microsoft, AIG (American International Group), Bank of America, Country Wide Home Loans, Dell Computers)
Managed shipping, delivery & parts storage location for field service personnel.
Secondarily functioned as Service Dispatch Coordinator for Washington, Oregon, & Alaska.
Dispatched and tracked client trouble ticketing using proprietary software suite
Traveled throughout Western Washington, from Bellingham to Centralia to perform service incidences.
Achieved & maintained 96% rate of "First Time Fix" for clients.
WGU of Washington, Salt Lake City, UT - B.S Information Technology Security. Nov. 2013-Present
Clover Park Technical College, Lakewood, WA - Associates Applied Sciences Degree. May 2010 to July 2012
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