Talented Computer User Support Specialist with a knack for finding solutions quickly and exceeding customer expectations. Seeking to bring 8 years experience resolving complex software and hardware issues to a fast-paced tech environment.
Microsoft Office Suite: 2003, 2007 and 2010, Windows XP, Vista, Windows 7, WordPerfect, Dell branded software, antivirus programs, and ticketing systems.
CompTIA A+, Security +, ITIL v3, and Dell branded equipment certifications
Multiple technical awards for work performance.Received award for customer service recognition and ability to work well with the other team members.
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.Displayed courtesy and strong interpersonal skills with all customer interactions.Informed customers about issue resolution progress.Provided thorough support and problem resolution for customers.Assisted customers with technical issues via email, live chat and telephone.Responded to customer service emails in a timely and effective manner.Reported important problems to management.Handled a large volume of phone calls, chat and emails.Researched, resolved and followed up on customer issues.Maintained a calm, professional demeanor when faced with high demand, high volume workloads.Devised workarounds for problems.Reviewed support cases for technical and troubleshooting accuracy.Developed documentation for common processes for both support staff and end-users.Troubleshot hardware issues and worked with service providers to facilitate repairs.
GPA: 3.73 Credits Earned: 129.5 Magna Cum LaudeDean's list for GPA of 3.5 or aboveGraduated Magna Cum Laude 3.73 GPA
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