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[For Hire] (Remote) IT/CS Support Representative - 3 Years Supervisory/Administrator experience working with CSMs such as SalesForce/SpiceCSM. ISP/CS/General Support at your service.
Below is my Resume. If you would like further information, please feel free to PM me with a Cellphone number or e-mail address, and I will get back to you as soon as possible. Objective : Securing a position related to my on-the-job accumulated experience and training in the Technical Support Field, utilizing my hands-on ability to assist users with issues including, but not limited to - * PC/Mac Troubleshooting and Repair * Dial-Up, DSL, Coaxial, Fiber, WDSL and Satellite Troubleshooting and Repair * Step-by-Step on-the-phone support for basic and advanced issues * Supervising of agents and support process Education-
3 months attended Phoenix University for Associates in Information Technology
G.E.D. obtained at B.O.C.E.S. in Malone, NY
High School attended - James Ford Rhodes in Cleveland, Ohio
Previous Work History - June 2011 to PresentSupervisor - Fused Solutions – 51 Main St. Potsdam, NY 13676 -
Maintaining SLA (Service Level Agreements) with over 70 clients (previously 100+).
Supervising a Call Center of over 50 employees.
On the spot training and rectification of employees wherever necessary.
Operating under a minute-by-minute constantly evolving workplace, updating Policies and operating procedures and ensuring that they are put into action and practice without fail.
Correspondence between numerous Points of Contact, ensuring that each client's needs are met in a timely and proficient manner.
Assisting Customers in needs not resolvable by generic means, taking the initiative to ensure that customers are content.
Adhering to Standard Operating Procedures set by the Casino under constant surveillance and supervision.
Assisting Customers in transactions from exchanging currencies, to returning paid amounts.
Account Management and promotion.
Skills and Experience :
Supervising a Call Center of 50+ Employees.
2+ Years Troubleshooting on Windows, Apple, and Android based Operating Systems.
Assisting Customers with numerous needs, from Customer Service to Technical Support for over 100 different companies.
2+ Years experience working with Dial Up, DSL, Cable, Fiber, WDSL and Satellite based ISPs.
Corresponding between numerous CSM PoCs.
Coaching/Instructing employees on changes in Policies and/or Procedures, as well as impacting current policies.
Monitoring inbound trends in a Call Center Environment, and maximizing agent efficiency on a minute-by-minute basis.
Helping employees to understand troubleshooting steps for numerous systems, in an on-the-spot environment.
Utilizing numerous CSM systems, including SpiceCSM and SalesForce.
Moderate understanding of CSS. Moderate understanding of HTML. Moderate experience working with Web Design. Hardware Repair of Android based mobile devices. Hardware Repair of iOS based mobile devices. Software/Hardware repair of Windows based OS in either AMD/Intel environments. Unrelated Experience - 7 years self-taught knowledge of Windows XP, Vista, Win7 and Win8 systems, including software and hardware support and installation.
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