CompucomTIER II TECHNICAL SUPPORT
Sep. 2022Arkansas, United StatesTier II Technical Support professional with extensive expertise in IT troubleshooting and customer service. Leveraging over a decade of experience, excels in resolving complex technical issues, managing user accounts securely, and enhancing support efficiency across multiple locations. Known for exceptional communication skills and innovative problem-solving, committed to delivering high-quality support and fostering trust with users.
⬧ Resolve desktop issues, obtaining user satisfaction and efficient problem resolution.
⬧ Maintain secure user accounts and permissions, safe-guarding system integrity.
⬧ Document procedures for remote IT Support, improving service consistency.
⬧ Administer advanced troubleshooting techniques, minimizing downtime.
⬧ Communicate effectively with users of varying technical expertise to resolve IT challenges.
⬧ Utilized cross-functional partnerships to address multifaceted IT challenges, resulting in more comprehensive and efficient problem resolution.
⬧ Tailored communication strategies for users with varying technical expertise, assuring clear understanding and successful issue resolution.
⬧ Optimize remote IT Support protocols, strengthening service consistency and reducing resolution times for complex desktop issues.
⬧ Fostered team synergy through knowledge sharing and cross-functional projects, elevating collective performance and client service quality.
⬧ Encouraged cross-functional partnerships to address complex IT challenges, resulting in comprehensive solutions and improved service quality for clients.
⬧ Demonstrated capability to achieve results under pressure in a fast-paced client-driven environment: Avg Quality Assurance scores - 97%; Avg Ticket-to-call ratio - 110%; Avg First Call Resolution: 100%