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.
Product and service expertise
PC & MS Office proficient
Software testing and training
Analytical and diagnostic skills
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