IT support
Resume examples

Provided superior customer support & service to Comcast’s WiFi customers by answering a full range of customer requests, inquiries, and complaints relating to WiFi services and general inquiries. Answered incoming calls and provide helpdesk support to resolve issues on the server-side and client-side using Retain Helpdesk tool.

• Resolved customer technical issues to ensure all issues are closed in time with the right resolution and highest customer satisfaction.
• Diffused escalated customer situations while setting accurate expectations for issue resolution.
• Documented problems including detection information, diagnostic results, and repair information by utilizing the trouble ticketing system.
• Managed the overall customer call queue to ensure timely response to incoming customer calls.
• Opened tickets and maintained documentation to track tickets through resolution.
• Provided coaching, training new employees on call center operations, troubleshooting techniques, and collaborated on calls with new hires.

Provided over-the-phone technical support to several distribution channels and call centers; resolved technical and procedural issues relating to the installation of core products. Managed ordering, activating, troubleshooting, upgrading, compass inventory, user permissions, SIM card, IVR problems, and billing processes.

• Analyzed logging and tracking of complex software and hardware issues of networking connectivity and application to meet business needs.
• Performed SQL queries in wedat/ Oracle to resolve several technical issues including profile, access control, billing, transaction, and point of sale.
• Monitored all inbound and outbound calls utilizing Clarify ticketing system. Ensured documentation on processes and procedures are maintained as per service standards and guidelines that serve as a benchmark for excellent service delivery.
• Resolved customer’s technical issues promptly and escalated unresolved tickets to the appropriate department for further investigation.

Respond to inquiries regarding PC systems and programs at user client sites throughout the city. Resolved complex client issues related to servers, desktops, laptops, mobile devices, related software, and applications. Installed and customized microcomputer equipment and software as necessary.

• Delivered technical and programmatic consultation related to the soundness of approach, compliance to technical requirements, and reflection of industry best practices.
• Work with clients to adequately diagnose their problems and walked them through the recommended problem-solving steps.
• Trained clients to work with new computer hardware and software, and peripheral devices including external drives, printers, and terminals.
• Provided business organizations with information about what gives users the most trouble and about other productivity concerns that may exist.
• Directed IS/IT policies, standards, and procedures to support consistent solutions delivery and effective implementation.

Established relationships with IT vendors to troubleshoot hardware and software issues and implement resolutions for products and services. Demonstrated in-depth knowledge of basic network protocols including TCP/IP, SMTP, SNMP, UDP, HTTP, HTTPS, and DNS in addition to other network hardware.

• Provided onsite and virtual support for any hardware and software issues to the company’s onsite and remote employees.
• Monitored the Helpdesk for IT ticket queries and provided Tier 2 and Tier 3 support, delegating Tier 1 support to junior specialists.
• Managed procurement, repair, and issuance of end-user equipment working in conjunction with other departmental managers.
• Reviewed the internal and external knowledge base and recommended and performed technical changes or upgrades as necessary.
• Assisted the product development team by testing, replicating, documenting software bugs, and making recommendations.