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Summary

  • Almost 6 years of Technical Support experience
  • Well experienced in resolving computer hardware, servers and software issues
  • Excellent interpersonal skills, ability to work well with others, in both supervisory or  support staff roles.
  • Has the ability to handle complex technical issues and resolve them efficiently
  • Has a broad understanding of computer hardware and software, including installation, configuration, troubleshooting, and support.
  • Can do multi-tasking with minimum supervision
  • Resourceful and self motivated

Work experience

Jun 2010May 2012

Technical Support Engineer

Seachange International

ØProvides 3rd tier technical support for SeaChange software for Video On Demand, Servers & Storage, and middleware support used by our partners & customers in the TV, cable & telco industries worldwide.

ØHas the ability to multitask, prioritize calls and display strong time-managemet skills.

ØTake ownership of live phone queue calls with efficiency while accurately recording the customer’s issue.

Jul 2007May 2010

Resolution Specialist L2

Teletech (Dell) XPS Support

ØServes as a technical advisor with the business unit. Ensures technical support representatives utilize all available tools and resources to resolve customer issues.

ØHandles escalated ad complex calls. Works with agents and all team based resources to provide best customer experience.

ØContinuously provide coaching and identify training need of technical support representatives to ensure consistency, increase technical / functional knowledge and customer resolution strategies.

ØCascades updated policies and procedures to associates

Aug 2006Apr 2007

Black Ops Specialist 1

Teletech (GeekSquad account

ØRemotely removing of spyware and viruses

ØRepairing multiple computers with software issues

Education

May 2000Apr 2004

Bachelor of Science in Computer Science

AMA

Skills

troubleshooting
    OS installation Remote Troubleshooting Hardware / Software Configurations Removal of Spyware/ Virus Troubleshooting Hardware and Software issues Troubleshoot server and storage issues Knowledgeable in MS clustering