I'm -----------. A self-motivated professional that thrives on innovation and overcoming challenges, learning new skills, and encouraging growth in those around me.
Skills
-Outstanding customer service
-Attention to detail
-Meticulous Editing
-Organized
-Great communication
-Excellent written and verbal communication
-Flexible
-Quick learner
-Problem Solver
-Familiar with HTML, CSS, Web designing
-Familiar with Microsoft Office Tools
-Familiar with Slack and Zoom
-Web Research
Skills being an IT Support
• Queue management Inbound & Outbound; with a strong focus on achieving SLA targets
• Call’s / Live Chat / E-Mail
• Ticket Management
• Document all call/chat information according to standard operating procedures
• Identifying customers’ needs, clarify information, research every issue and providing solutions
• Delivering world class customer experience
• Build sustainable relationships and engage customers by taking the extra mile
• Championing adherence and compliance to process and policy
• Identify and escalate issues to supervisors and / or relevant team
• Knowledge, awareness and dissemination of process and policy
• Cross regional collaboration with other site leads to ensure consistent, high quality delivery of service and knowledge transfer
• Any other duties that may arise from day to day
• Enterprise collaboration clients e.g. Teams, Slack
• End-User/Client facing configuration of Office 365
• Supporting triage steps to determine User, PC, Network, or Application issues
• Ability to demonstrate Active Listening
• Assist with Network Printer installation
• Support of mobile devices and software to include Airwatch, PingID etc (iPad, iPhone, Android)
• Knowledge of Active Directory, VPN & Proxy servers essential
• Resolve issues utilizing excellent customer service skills, problem solving skills, technical thinking/reasoning skills, and a high level of individual judgment to ensure outcomes of customer satisfaction.
• Receive and respond to user inquiries and requests via telephone, email, case tracking system professionally and with speed, accuracy and proficiency.
• To work in partnership with local management, colleagues and clients at all levels to ensure requests are resolved to the satisfaction of the customer.
• Produce quality work and results.
• Ensure fast and accurate turnaround of work.
• Solve problems using agreed upon procedures as well as proper escalation process.
• Develop a comprehensive understanding and mastery of all tools.
• Remain updated on products, policy, procedure and other important operational issues
Provide hardware/ software support services onsite
- Tracing ports from point to point to ensure connectivity from PC to network
- Experience working with Service Now ticket management system ITIL (SLA, Escalations, I----------- and Request)
- Active Directory , DHCP, RDC and RDS, Network (Voice and Data), AVAYA
- Windows OS, Windows Server R12 (SCCM, MDT, ADT, AD)
- MS Office | O365|
- Solid foundation in PC troubleshooting (Cloning, Reimaging)
- Manage asset inventory
- Remote support for WAH users
Verified
