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.

Oversee information system needs, evaluates end-user requirements for complex information system management. Build credibility, establish rapport, and effectively communicates with stakeholders and senior leadership. Serves as a technical expert for escalated service issues and ITSM tools. Provides dedicated IT support to C-level executives at the university.

• Managed entire spectrum of technical network support to Finance and Administration’s ABC Local Area Network(LAN) including President’s Office, General Counsel, Board of Supervisors, and University Administration Building.
• Performed data backup, virtual servers, active directory, application installation, security, troubleshooting, and product compatibility.
• Protected network through DNS filtering to reduce the chances of virus and malware. Monitors DNS activity and blocks IP addresses for end-users as needed.
• Examine antivirus status, shared storage space, and network activity, adjusting network equipment and settings to improve system performance.
• Led implementations, installation, upgrades, migrations, migrations, maintenance, support, and optimization of all devices and communication links.
• Created paper-based and digital operating instructions, manuals, troubleshooting instructions, feedback reports, and “frequently asked questions” (FAQs) to help technical support staff and end-users.