Technical Support Coordinator Resume Samples

Description :

1. Scheduled technical department's daily activities and programmed telephone systems.
2. Worked in the field, providing technical support and training to business telephone customers.
3. Led weekly meetings with sales representatives, liaisons, and technicians, delegating responsibilities to each.
4. Maintained schedule of all system cutovers, installs, and repairs.
5. Met personally with business customers and programmed Norstar phone systems to their specifications.
6. Led training seminars for customers, educating them on the use of phone systems and features.
7. Charged of dispatching technicians, performing internal troubleshooting, and communicating results to customers.

Experience

5-7 Years

Level

Executive

Education

BS

Description :

1. Provided tier 1 level support, walking the caller through triage and problem resolution.
2. Performed troubleshooting of hardware and software issues and identified network/application issues.
3. Provided detailed information on how to set up/configure data and voice products.
4. Verified provisioning and diagnose device or Network issues.
5. Performed troubleshooting of PC Operating systems, specifically Device Manager and TCP/IP configuration.
6. Administered department tools and on-line resources such as Knowledge Base and ShareBuilder for customer resolution.
7. Generated Remedy trouble tickets and routed them to the appropriate department or technician for resolution.

Experience

5-7 Years

Level

Executive

Education

Networking

Description :

1. Delivered service and support to end-users using and operating automated call distribution phone software, via remote connection or over the Internet.
2. Interacted with customers to provide and process information in response to inquiries, concerns, and requests about products and services.
3. Gathered customer's information and determine the issue by evaluating and analyzing the symptoms.
4. Diagnosed and resolved technical hardware and software issues involving internet connectivity, email clients.
5. Researched required information using available resources.
6. Identified and escalate priority issues per Client specifications. Redirect problems to an appropriate resource.
7. Verified provisioning and diagnose device or Network issues.

Experience

5-7 Years

Level

Consultant

Education

AA

Description :

1. Managed client accounts to ensure accuracy. Process client orders received by telephone, fax, and EDI.
2. Processed incoming product orders into the SAP system. Provide weekly/monthly reports on open orders.
3. Managed warranty support cases and data input in CRM (SalesForce.) Coordinated inventory requirements for field service technicians.
4. Responded to client inquiries regarding product purchase information (pricing, availability, delivery dates, shipping, product returns, credits, and collections).
5. Researched and resolved billing issues and shipping discrepancies.
6. Partnered with the Logistics Team and contact customers to arrange for delivery of medical products.
7. Evaluated customer's concerns and resolve problems to customer satisfaction.

Experience

10+ Years

Level

Senior

Education

Business

Description :

1. Consistently provided world-class customer service to resolve product issues for internal and external voice and data customers.
2. Delivered technical troubleshooting and leadership expertise required to recover from complex network problems.
3. Provided escalation services in support of customer device and application systems.
4. Worked with customers to troubleshoot and resolve complex problems and product issues.
5. Provided documented in-depth technical solutions and training for customers.
6. Proactively advised the customer on network management best practices.
7. Utilized a wide variety of testing equipment, diagnostic tools, and techniques to resolve problems.

Experience

10+ Years

Level

Senior

Education

Bachelor Of Science

Description :

1. Developed help desk policies and procedures.
2. Covered the help desk approximately of the time, providing tech support to employees via telephone and email.
3. Addressed approximately of the incoming incidents, and triaged the rest to staff members in IT groups.
4. Trained, developed, and mentored all-new help desk, staff members.
5. Created exception and accomplishment reports for the Office of the CIO.
6. Developed a web-based service management system for use by the entire organization, including sites in St.
7. Built from the ground up, using BMC Remedy Action Request System.

Experience

10+ Years

Level

Senior

Education

Mathematics

Description :

1. Problem solved issues with technical support and customer service inquiries.
2. Processed inbound calls for technical support as well as customer service inquiries.
3. Responsible for selling and offering various wireless products and cell phone services to customers.
4. Processed equipment orders for customers requesting upgrades or needing phone replacements.
5. Performed Tier I and Tier II troubleshooting for equipment, data, and network issues, providing technical support for global service customers.
6. Troubleshoot equipment and processed replacement devices.
7. Resolved escalated issues to retain customers and meet the needs of the business.

Experience

5-7 Years

Level

Executive

Education

Associates In Business

Description :

1. Maintained systems, elements, and platform applications. Updates daily logs with site-specific information.
2. Composed clear and concise reports for system documentation. Participates in cross-functional projects as scheduled.
3. Reviewed and provides tier2 support for Remedy Tickets Responds to and diagnoses problems through discussion with users.
4. Processed through which problems are controlled which includes: problem recognition, research, isolation, resolution, and follow-up steps.
5. Adhered to the process of Remedy tickets and serves as a focal point and follows up to customer concerns.
6. Assisted with Lotus Notes, Lotus suite, Novel, Windows 98, 95 NT, Client access for the AS400, and Checkpoint firewall.
   
7. Performed work on the AS400 to set up print jobs, make labels, move jobs around, and other things pertaining to AS400n.

Experience

5-7 Years

Level

Executive

Education

AA

Description :

1. Assisted with billing questions, price plan changes, and feature changes using ACSS.
2. Handled a high influx of inbound calls within a dynamic call center environment.
3. Managed multiple priorities and maintained effective results in a quota-driven workplace.
4. Delivered world-class customer service by building customer satisfaction and loyalty.
5. Provided effective and timely resolution of a range of customer inquiries. Strive for the first-call resolution of customer issues.
6. Completed ongoing training to stay abreast of product, service, and policy changes.
7. Cooperated tone with both customers and coworkers.

Experience

5-7 Years

Level

Consultant

Education

BS

Description :

1. Researched and resolved complex inquiries regarding wireless equipment.
2. Supported a variety of departments including Customer Care, Customer Financial Services, and Retail Sales/Activations.
3. Troubleshoot and communicate technical answers clearly and concisely.
4. Resolved all customer issues and follow-up when appropriate.
5. Proficient with multiple system applications for billing, provisioning, and the submission of trouble-tickets.
6. Resolved Tier 1 and Tier 2 voice and data issues on all VZW products and services.
7. Surpassed all company and departmental performance goals and measurements.

Experience

5-7 Years

Level

Executive

Education

BS

Description :

1. Achieved performing and leading status within Verizon Wireless requirements as well as achieved passing ratings from Customer Surveys.
2. Provided technical support for customers for voice and data products.
3. Troubleshot cell phone, mobile broadband products, Verizon Wireless services, and network issues.
4. Negotiated and resolved conflicts for consumer accounts.
5. Assisted customers with resolutions through escalated situations.
6. Responsible for creating account id on the firewall. Set up printer for the network, using the LPR ports.
7. Led installer of all software on the PC and set permissions for ID for Lotus Notes.

Experience

5-7 Years

Level

Executive

Education

Environmental

Description :

1. Answered HOTLINE by diagnosing and routing inbound calls for technical support.
2. Identified SR's in resolve, call back, and/or monitoring status which requires follow up.
3. Provided weekly report to 3rd shift of any SR's which require follow up.
4. Emailed all hotline reports to customers as assigned by 3rd shift.
5. Coordinated warranty work and warranty parts replacement.
6. Provided lists and pricing for recommended spare parts. Estimated costs and generate Hotline proposals.
7. Qualified devices for replacement under the warranty process. Identified network and application issues.

Experience

5-7 Years

Level

Executive

Education

BS