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Click here or scroll down to respond to this candidateCandidate's Name
PHONE NUMBER AVAILABLESilver Spring, MD Street Address
EMAIL AVAILABLERenowned personnel in Information Technology, technical support, Customer Service Specialist, Operations Specialist, and IT Technical Support Engineer with over 4 years of experience. Distinguished for communicating with customers and providing exceptional customer service that ensures client satisfaction and positive feedback with high ratings.Possess a broad exposure ranging from Technical/engineering through business/marketing working both in client facing environments and remotely through the phone, email, and ticketing tools/software.A modern day problem solver with a customer obsessed approach to customer service. Proven ability to multi-task, work independently and within teams with fast-paced, high-volume workloads. Technical SkillsSoftware: Zendesk, Slack, Salesforce, PeopleSoft, Microsoft Windows, Microsoft office 365, Citrix, Remote Desktop/VNC, Web-based ticketing applications including Remedy, Service-Now and Genesy, Active Directory.Operating Systems: HP-UX 10.x, 11.x. Sun Solaris 2.5, 2.6, 8, 9, 10. AIX 6.1 RHEL 5.x.Linux Enterprise Server 9, 10. Windows 2000, 2003, 2008, IOSX, MAC OS X, Terminal. Professional ExperienceLuminious TechnologiesExecutive Support Specialist December 2022 to PresentInstalled, assisted, and troubleshot issues with Printers, and other Network, equipments.Installed, assisted, and troubleshot issues with computer on windows OS and MAC and call center headphones.Installed, assisted, and troubleshot issues with Microsoft 365, PeopleSoft, remedy force, and other Government software and sites.Did password reset, account creation, account access, email creation on active directory.Pulse secure VPN troubleshooting.Developed trusted relationships with customers by providing accurate and efficient support.Expert at researching and implementing solutions.Created reports, Tip sheets and documented known solutions to common problems and guides for B2B clientele.Expert at communicating directly with Clients on the phone, in person and by email and understanding and implementing a solution within a limited time at a fast-paced workplace.Helped to organize client's schedule and plan appointments.Remain informed on current regulations, especially concerning research industry and document creation.initiated timely response to emails, voicemails, and written correspondence.Communicated professionally with clients and courteously cultiuvated a welcoming work atmosphere.Employed effective time management when dealing with coordination and accountability around personnel and security assets.Unpacking and installing new computers (Dell, HP, and Mac),printers and projectors.Made detailed reports using APA style writing and worked across operating systems from Microsoft windows XP through windows 8, to Linux Ubuntu and Mac OS Yosemite and newer. Protected the systems from viruses and when they attacked worked day and night to get rid of them.Developed and maintained positive customer relations and coordinated with team members to ensure requests and questions were handled appropriately.Candidate's Name
PHONE NUMBER AVAILABLESilver Spring, MD 20904EMAIL AVAILABLENrtcTechnical Client Service Rep June 2020 to September 2022Worked with a team of analysts that interacted with the senior level executives using excellent verbal/written communication skills.Managed the service ownership which included 24/7 support for executive customers, including senior level executive home office support, support while traveling, and high touch support for their office assistants.Efficiently managed time to best suite the schedule of executives.Installed, configured, and troubleshot desktop systems, workstations, network, and audio/visual issues in a regulated environment.Handled 50+ calls daily, with duties including signing up new customers, retrieving consumer data, presenting relevant product information, and canceling services.Responsible for creating and updating all related standard operating procedures.Gained thorough knowledge of preparedness of all changes and policies that affected executive workflow. Tracked, maintained and exceed SLA expectations.Conducted weekly reporting on team progress, problems, and metrics.Responsible for researching, testing, and recommending new devices/software/hardware that provided business value.Communicated highly technical information to both technical and non-technical personnel. Worked independently and with little supervision, and thought and acted quickly in high pressure situations, with a high level of discretion.Installed, configured and supported MS Windows OS (XP, Vista, 2007, 2008).Provided mobile device support and desktop support.Interacted with senior management and technical people at a variety of levels as well as address technical issues with non-technical associates.Provided technical support for meetings and national conferences.Created documentation based on incidents, research, testing and other requests.Learned and supported new technologies, which included iPhone and other Apple products.Provided guidance, assistance, coordination and follow-ups on complex problems to ensure resolutionCollaborated with the sales team to stay current on inventory levels, complete pending orders and resolve item issues.Performed troubleshooting for network connectivity issues, setting up email profiles, password creation, accessing applications via Citrix, inventory management, assisting users with applications (Microsoft Office, Adobe Acrobat).Achieved high level of security and performance of systems by initiating installations of new anti-virus software and critical operating system.SMART DistributionsTechnical Support Representative May 2018 to May 2020Advanced in active directory. Assisted employees to re-enable employee accounts,change domain and reset passwords.Installed, assisted and troubleshoot issues with Printers, and other Network, equipments,Trained users on password creation and management on their network and security devices.Actively listened to each customer with patience and courtesy.Trained users on network security best practice and update customer router configurationsDeveloped trusted relationships with customers by providing accurate and efficient supportMaintained historical records by documenting system changes and revisionsExtensive troubleshooting and testing skills (i.e. analytic, able to narrow down on a problem, use documentation, tools to troubleshoot)Ability to communicate at multiple levels with customers (i.e. technical and management)Participated in weekly team meetings to develop better plans and revise proper protocols to meet objectivesWorked closely with the service desk to ensure resolution of end user computing problems or requests in a timely fashionAchieved high level of security and performance of systems by initiating installation of new anti-virus software and critical operating system updates.Achieved outstanding performance by maintaining standout record of technical support service, resolving almost 95% of all trouble tickets without escalating to senior support specialistsPerformed troubleshooting for network connectivity issues, setting up email profiles, accessing applications, assisting users with applications such Microsoft Office (Word, Excel, PowerPoint, Outlook, access) and Adobe AcrobatExpert at researching and implementing solutions Candidate's Name
PHONE NUMBER AVAILABLESilver Spring, MD 20904EMAIL AVAILABLEManaged productivity monitoring of regional sales and client relations staff for national inventory management solutions providerWorked with employees to understand requirements and provide exceptional tech support servicesMonitored social media and online sources for industry trendsHelped to organize client's schedule and plan appointmentsRemain informed on current regulations, especially concerning research industry and document creation initiated timely response to emails, voicemails and written correspondenceCommunicated with customers daily to request information and ensure completion of paperworkGreeted clients and guests professionally and courteously to cultivate and maintain welcoming atmosphereEmployed effective time management when dealing with coordination and accountability around personnel and security assets.Provided excellent service to guests and employees. EducationBSc in MarketingBSc in Information SystemsCompTIA Security+ |
