Montgomery Street, San Francisco, CA94105(555) 432-1000, resumesample@example.com
Professional Summary
Patient Technical Service Representative with 5 years providing workable and effective solutions to customers via voice chat and in person. Successful at converting upset ticket filers into satisfied clients. Always ready to tackle difficult electrical and mechanical issues by applying deep professional knowledge to address technical obstacles.
Skills
Support Ticket Triage
Remote Diagnosis
Service Agreements
Troubleshooting and Diagnostics
System Configuration
Software Installation
Repair
Network Hardware and Software Maintenance
Service Level Agreements
Network Troubleshooting
Hardware Troubleshooting
Computer Hardware Knowledge
Antivirus Management
Transmission Control Protocol/Internet Protocol (TCP/IP)
Hardware Support
Work History
04/2020 to CurrentTechnical Service RepresentativePpg Industries, Inc. | Mckinney, TX,
Diagnosed severity of customer issues, escalating tickets to appropriate personnel for intervention.
Monitored call queues, call volumes and other performance metrics to detect and rectify weaknesses in response times and measures.
Experience with microsoft windows 10 and Mac os .
Troubleshooting the OS issues .
Troubleshooting the LAN/WAN issues.
Recommended replacement parts and upgrade options based on customers' specific budgets and needs.
Created support documentation that empowered and enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
Designed and conducted diagnostic protocols to detect and verify faults via remote testing methods.
Prepared product performance reports by collecting data on customer feedback and reported failure rates.
Demonstrated professionalism and courtesy with customers while working to resolve complaints, problems or respond to questions.
Remained on-call for emergency tickets through night and weekend shifts.
Provided technical and engineering information to third-party technical support personnel during collaborative projects.
Set up appointments with potential and current customers to promote new products and services.
Set up hardware and software in optimal configurations to meet network performance requirements.
Investigated and corrected problems with printers, copiers and other peripheral devices.
Managed system-wide operating system and software deployments, as well as related software upgrade problems.
Established, repaired and optimized networks by installing wiring, cabling and devices.
Removed malware, ransomware and other threats from laptops and desktop systems.
Explained technical information in clear terms to non-technical individuals to promote better understanding.
Configured hardware, devices and software to set up work stations for employees.
Remotely troubleshooting tickets using Virtual Network Computing.
Revolves tickets/ incident using service now tool .
Work under specific KPSs/SLA and make sure to deliver the service within the time frame or before.
Work at st. Joseph mercy hospital and providing them excellent customer services.
06/2017 to 10/2019IT TechnicianCooper Electrical Construction | Morrisville, NC,
Set up hardware and software in optimal configurations to meet network performance requirements.
Investigated and corrected problems with printers, copiers and other peripheral devices.
Managed system-wide operating system and software deployments, as well as related software upgrade problems.
Established, repaired and optimized networks by installing wiring, cabling and devices.
Removed malware, ransomware and other threats from laptops and desktop systems.
Explained technical information in clear terms to non-technical individuals to promote better understanding.
Configured hardware, devices and software to set up work stations for employees.
Remotely troubleshooting tickets using Virtual Network Computing.
Revolves tickets/ incident using service now tool .
Work under specific KPSs/SLA and make sure to deliver the service within the time frame or before.
Experience with microsoft windows 7 and Mac os .
Troubleshooting the OS issues .
Troubleshooting the LAN/WAN issues.
01/2015 to 05/2017Help Desk Support RepresentativeCopart | Montgomery, AL,
Documented all transactions and support interactions in system for future reference and addition to knowledge base.
Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
Explained technical information in clear terms to non-technical individuals to promote better understanding.
Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
Remotely troubleshooting using TeamViewer .
Experiences with Microsoft windows xp.
Worked under specific KPIs/SLA such as pick up the phone less than 5 sec.
Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
Education
Expected in 05/2017Bachelor of Science | Computer Science And ProgrammingHashemite University, ZARQA , GPA:
Expected in 02/2013Associate of Science | Computer EngineeringBorhan Kamal, AMMAN, GPA:
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