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Customer service focused Technical Support Specialist with 9 years career experience in help desk environments. Highly adept in systems analysis, diagnostics and troubleshooting, and conflict resolution. Exhibits excellent organisational and problem-solving skills. Works well in team environments and displays strong work ethic.
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Vivatech Enterprises 3/1/2011 to Current Technical Support Specialist
London
- Keep customers informed of progress during issue lifecycle and make follow-up calls or communications in a timely manner.
- Assist team members and provide support and solutions to customer queries to meet company objectives.
- Maintain updated knowledge of company products and services to better provide customer support and service solutions.
Delta-Source Solutions 6/1/2008 to 3/1/2011 Technical Support Specialist
London
- Accessed documented procedures, tools, and manuals to provide support on company supplied hardware and equipment.
- Gathered customer and technology information to determine technical support level; elevate calls to appropriate support level as necessary.
- Accurately processed and documented call transactions using tracking software.
Iodex Business Solutions 8/1/2005 to 6/1/2008 Technical Support Specialist
London
- Provided first-level technical support to end-users on proprietary software and applications, including installation, basic usage, and appropriate service level to warranty.
- Performed troubleshooting techniques over the phone or via web messenger to identify and resolve issues.
- Established patterns to reoccurring issues and provides input to development teams.
NCL University 2005 Bachelor of Science: Information Technology London, England, UK