Description :

1. Responsibilities include providing support on project tasks for performance & capacity mainframe operations.
2. Analyzed system performance, trends, and mainframe server capacity to provide optimal resource utilization.
3. Primary job responsibilities include: supporting project tasks for client server support operations for work involving service requests and non-ticketed work to client operating systems, hardware, software, applications or network systems.
4. Used, installed and coordinated configuration of standard performance monitoring tools and to participate in technology based projects, such as hardware and software upgrades.
5. Discussed issues or challenges, and receive trouble-shooting input/advice from other team members.
6. Enhanced the accuracy of internal tech support efficiency metrics by identifying and presenting hidden factors to upper management.
7. Maintained a professional and courteous demeanor with frustrated customers.
8. Consistently achieved perfect scores on internal quality assurance reviews.

Experience

5-7 Years

Level

Executive

Education

Masters of Business Administration

Description :

1. Acted as the primary point of contact for all post-sales activities including but not limited to the customer onboarding, consultative guidance, product training, technical support, and assigned account management.
2. Responsible for following up on all inquiries via Zendesk, live chat, email or fax, making customer satisfaction my number one priority.
3. In charge of managing and overseeing the day to day operations of various sites making sure they are operating at the most efficient levels.
4. Responsible for onboarding new clients, working closely with several broker firms and various employers to ensure goals are being met to the satisfaction of our customers.
5. Accountable for the day to day supervision of staff, processes and floor issues.
6. Focussed on the importance of running a productive and successful shift.
7. Prepared written status reports for the director of customer success, detailing current issues, open action plans for securing new business and expanding sales.
8. Served as a trusted advisor to customers delivering best practices, guidance, and an empathetic ear to our customers.
9. Provided excellent customer service to both brokers and employers assuring complete satisfaction as an end result.
10. Proactively engaged customers and work closely with named accounts ensuring they are trained and successfully using our product.

Experience

7-10 Years

Level

Senior

Education

Bachelors of Science

Description :

1. Provided technical support for hardware, software, networks, peripherals, and web applications.
2. Analyzed and understood complicated issues quickly, and implement the solutions urgently needed
3. Provided complex technical support combined with exemplary customer service.
4. Excelled at over 15 quality metrics for customer service including empathy and first call resolution.
5. Mastered hundreds of potential technical problems and their quickest solutions.
6. Multi-tasked and used expert-level soft communication skills to provide high-scoring efficient customer service in an extremely fast-paced tier 1 help desk call center during peak business season.
7. Forwarded requests and unresolved issues to the designated resource by communicating and coordinating with internal departments.
8. Researched and investigated issues on various CMS systems and databases to resolve service issues and/or product problems.
9. Provided a thorough support, problem resolution and navigational assistance for customers via chat, email, and phone.

Experience

7-10 Years

Level

Senior

Education

Bachelor Of Arts

Description :

1. Troubleshoot customer request issues with online banking applications and mobile app.
2. Kept records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions, are taken.
3. Successfully handled a number of phone calls from bank branches and customers while processing incoming work to be entered in the system's database.
4. Investigated and resolved computer software and hardware problems of users.
5. Answered questions applying knowledge of computer software, hardware, and procedures.
6. Determined whether the problem was caused by hardware such as a modem, printer, cables, and telephone.
7. Loaded machines with required input and output media such as paper, cards, and disks.
8. Compiled, sorted and verified the accuracy of data before it was entered.
9. Compared data with source documents and reentered data in verification format to detect errors.

Experience

10+ Years

Level

Management

Education

High School Diploma

Description :

1. Answering inbound calls for the DirecTV technical support department.
2. Providing solutions to technical issues that customers are experiencing with their services or equipment.
3. Providing exceptional service to customers to ensure their satisfaction.
4. Probing for the root cause of the issue to provide a permanent resolution.
5. Asking and helping with any billing or programming concerns they have to promote a one call resolution.
6. Aligning office departments and increased inter-department communication and data sharing.
7. Maximizing system capabilities by studying technical applications and making recommendations.
8. Using an on-line database and product collateral, the specialist will guide the customer to a resolution when possible.
9. Educating customers on the benefits of enrollment and resolved inquiries based on customer needs.

Experience

5-7 Years

Level

Executive

Education

Associates

Description :

1. Provided prompt resolution to customers via telephone and/or e-mail to assist with a variety of customer inquiries and issues.
2. Strived for first call resolution while handling all issues with urgency, ownership, and accountability.
3. Performed complex diagnostic troubleshooting to resolve voice, video, and data service issues.
4. Responsible for fulfilling client requests to make changes to their business class services including voice, video and data products.
5. Used a variety of software applications to manage customer account information and diagnose and resolve technical difficulties.
6. Communicated effectively with customers in a professional manner while setting accurate expectations for issue resolution.
7. Recognized and diffused difficult customer situations utilizing all resources, interpersonal and negotiating skills to come to a resolution.
8. Acted as a product consultant to business owners by articulating product features and benefits and making recommendations for new lines of business, upgrades or other services based on customer needs/interests.
9. Supported the growth of the business by introducing customers to new products, higher tiers of service, etc.

Experience

5-7 Years

Level

Executive

Education

Bachelor Of Arts

Description :

1. Provided high quality and timely customer service support via phone and email.
2. Managed calls flow and responded to services issues, billing and sales promotions.
3. Monitored customer's equipment to make sure all equipment is within spec and charts.
4. Worked closely with the NOC team to resolved ongoing network and outage issues.
5. Maintained remedy tickets and used other tools liked SolarWinds to updated customers' issues.
6. Communicated with other departments to resolve the issues and follow up with customers.
7. Communicate user feedback to management to continue to ensure exceptional client support.
8. Assessed need for repair service and dispatched field technicians to site-specific locations.
9. Analyzed, diagnosed and resolved computer hardware, software, and network problems.

Experience

7-10 Years

Level

Senior

Education

Associates

Description :

1. Resolved customer complaints and concerns with strong and verbal negotiation skills.
2. Displayed courtesy and strong interpersonal skills with all customer interactions.
3. Built and maintained successful relationships with service providers, dealers, and consumers.
4. Documented and escalated cases to a higher level of support according to internal procedures.
5. The ability to work with minimal or no supervision, while maintaining the one call resolution.

Experience

7-10 Years

Level

Senior

Education

Bachelor Of Arts

Description :

1. Providing technical support over the phone for the equipment customers are having issues with.
2. Solving issues in an efficient and timely manner while hitting all points that are scored when being assessed by companies quality assessment team to ensure we are asking the proper questions and solving issues to the best of our abilities.
3. Providing quality of service by solving customers issues and providing the best customer service to our customers.
4. Serving as a training resource to increase the knowledge base and productivity of other team members.
5. Developing strategies to build, expand and market the company brand and core values.
6. Developing work-flow charts and diagrams to ensure production team compliance with client deadlines.
7. Making sure all issues were resolved before ending conversations with the customer.
8. Troubleshooting issues that arise and replace equipment and send local representatives to assist.

Experience

2-5 Years

Level

Junior

Education

GED

Description :

1. Performing on-site and in-store repairs, updates and preventive maintenance on personal computers and related peripherals.
2. Diagnosing, troubleshooting and resolving hardware and software problems in an efficient and courteous manner.
3. Completely built custom computers to best serve the customer needs to include laptops and desktops.
4. Installing wired and wireless networks drivers with firewall and antimalware solutions.
5. Implementing new policies and procedures that significantly expedited check-in and repair procedures.
6. Providing estimates, invoice repairs, order parts, creating, modifying and performing upkeep of files and company finances.
7. Providing a value-added experience with outstanding customer service to our customers while resolving issues related to their devices.
8. Using knowledge-based system and other tools to deliver technical support solutions.
9. Providing the customer with logical troubleshooting to resolve operation issue.

Experience

10+ Years

Level

Consultant

Education

Masters in IT

Description :

1. Interpreted problems  provided technical support hardware, software,  systems.
2. Planned, coordinated,  implemented network security measures.
3. Answered telephone calls, analyzed problems  using automated diagnostic programs, resolved recurring difficulties.
4. Leaded team of 5 help desk technicians.
5. Answered telephone calls from users and ran automatic diagnostic programs resolve problems.
6. Installed, modified, cleaned,  repaired computer hardware and software.
7. Wrote training manuals  trained computer users use new computer hardware software.
8. Oversaw the daily performance of the company's computer systems and evaluated software programs to determine their usefulness.

Experience

5-7 Years

Level

Executive

Education

BS In Aerospace Engineering

Description :

1. Provided IT service  support consumers  small businesses onsite and remotely.
2. Served virtual IT department for companies who don't have their own IT staff.
3. Possessed excellent technical  customer services skills.
4. Worked well under pressure  all types of environments.
5. Serviced Dell, HP, IBM, Compaq service support.
6. Replaced hardware upgrades repair  multiple vendor products including motherboard replacements  laptops  desktops, LCD replacements,  power supply replacements.
7. Provided warranty support for Dell, Toshiba Sony laptops  desktop.

Experience

7-10 Years

Level

Management

Education

Certificate

Description :

1. Provided vendor management to clients.
2. Supported online products and conducted training sessions for customers.
3. Researched  documented any bugs  online program.
4. Troubleshot bugs associated with product documented all calls.
5. Activated 10+ products a day within one hour of receiving order.
6. Conducted 10+ training sessions per month using Selectory through webinars.
7. Researched how to import data into ACT  documented mail merging using MS Word and Excel.

Experience

5-7 Years

Level

Executive

Education

Bachelor Of Science

Description :

1. Managed users e-mail accounts,  company wide personal folders.
2. Supported calls on network issues in windows environment Install Microsoft Office 2000 applications remotely on numerous machines.
3. Supported internal end users (hospital employees) 1500 / Over 30 Remote Hospital sites Taking 1500 calls per month On Call work is expected Active Directory (AD), Windows 95, .
4. Administered security on Windows NT Domain including Windows NT workstations and Windows 98 / 2000 Workstations.
5. Experienced with Magic / Remedy similar ticketing system Setting up employees in all remote locations  Cisco Unity Express Voip Voicemail and password resets.
6. Installed SSI Certificates Configuring new users on Black Berry Enterprise Server with New Black Berry Device Activations.
7. Supported over 10 proprietary medical applications such as CPSI, Orchard Harvest, Respironics, Precyse Medical Records Scanning Application , Stockell , Neurostar , Meddispense and Epic.

Experience

2-5 Years

Level

Junior

Education

Systems Engineering

Description :

1. Performed related duties consistent with scope and intent of position.
2. Experienced with desktop operating systems.
3. Supported over 500 clients in reaching their technology goals.
4. Provided technical support for hardware, software, networks, peripherals, web applications.
5. Analyzed and understand complicated issues quickly,  implement solutions urgently needed.
6. Showed initiative figure out solutions problems independently.
7. Provided complex technical support combined with exemplary customer service.

Experience

7-10 Years

Level

Management

Education

Business Management

Description :

1. Performed varied degrees of problem determination  resolution of desktop hardware software problems through effective use of available technical resources, per contracted service level agreements.
2. Resolved customer hardware/software PC problem tickets.
3. Performed installs, moves, adds change (IMAC) activities,  data backup restore on certain accounts, for clients.
4. Responsible for ensuring all LAN , WAN cabling all Point of Sale (POS) hardware software fully functional  delivered prior  opening dates of new stores and remodel sites.
5. Implemented, designs and sets strategy for all LAN/WAN architecture and infrastructure within  global organization.
6. Monitored remote assess through VPN Implement and support Cisco VPN gateways / Cisco PIX/ASA firewalls, Manage Internet Service Providers ISP.
7. Created and updated technical documentation for processes and procedures in a network operations environment.

Experience

2-5 Years

Level

Junior

Education

GED

Description :

1. Scheduled technicians to go and install first time customers internet service.
2. Helped customers better understand connectivity issues providing step by step instructions.
3. Helped customers get set up with wireless internet.
4. Helped customers with any E-mail issues.
5. Responsible for front line end user support, resolving basic technical issues  providing exceptional customer service.
6. Attained and maintained proficiency  appropriate knowledge and skills.
7. Provided customer with phone support to resolve technical issues, log and escalate calls as appropriate.

Experience

2-5 Years

Level

Junior

Education

Diploma

Description :

1. Collected customer feedback  made process changes  exceed customer satisfaction goals.
2. Made reasonable procedure exceptions to accommodate unusual customer requests.
3. Provided accurate and appropriate information in response to customer inquiries.
4. Demonstrated mastery of customer service call script within specified time frames.
5. Addressed customer service inquiries in timely and accurate fashion.
6. Maintained up-to-date records at all times.
7. Developed effective relationships with all call center departments through clear communication.

Experience

0-2 Years

Level

Junior

Education

High School Diploma