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Work Background
LenovoNA Premier Support Technical Lead
Mar. 2022St Petersburg, Florida, United StatesAssist in overseeing the TSS floor chat by offering effective troubleshooting strategies to team members, aiding them in resolving issues to meet customer satisfaction. Take charge of technical escalations from team members that require team lead approval or needs team lead assistance to resolve. Collaborate with fellow Team Leads to effectively handle escalations received in the Premier Escalation inbox. Oversee troubleshooting of critical escalations, arranging meetings with the customer, Level 2, sales representatives, and Technical Account Managers, to promptly resolve the issue in the best interest of the customer. Conduct interviews with prospective candidates alongside management. Assist with enhancing processes by devising new procedures or enhancing existing ones to meet business requirements. Automated certain types of tasks with the help of Microsoft Power Automate.
LenovoNA Premier Support Technical Support Specialist
Nov. 2020 - Mar. 2022Morrisville, North Carolina, United StatesTeam Lead fill-in as needed, helping manage the TSS floor chat. Providing best troubleshooting practices to team members to help them isolate and resolve the issue to the customers satisfaction. Manage any technical escalation that comes from a team member, that they are unable resolve or anything they need team lead approval on. Mentor new hires to help train them on how to do the Premier Support call intake process from creating the initial case in MSD, documenting troubleshooting steps to ordering parts and following up with the customer. Assist customers and field engineers by diagnosing problems and presenting resolutions for technical or service-related issues. Troubleshoot to identify hardware and software problems in many varying customer environments. Advise and educate customers through a combination of experience and documentation to ensure a solution. Translate complex technical details and instructions to each customer’s level. Collaborate with Technical Account Managers (TAM) to monitor and track issues to ensure accurate resolution. Actively monitor case workload and push to closure within SLA’s.
LenovoAssistant IT Coordinator
Sep. 2018 - Nov. 2020Morrisville, North Carolina, United StatesAssist the IT Site Coordinator with any projects or issues relating to the IT Infrastructure, point of contact when the IT Site Coordinator is away or unavailable. Team lead for a team of six Deskside Support Engineers for US&CA, who provide support to 3,500 employees. Handle escalations to Deskside Support from users on open tickets, also review low rated ticket surveys and review them with the assigned Deskside Support Engineer. Provide level two technical knowledge to the Deskside Support Engineers, when needed to help assess and resolve tickets. Develop training materials and procedures, or train users in the proper use of hardware or software. Asset management for US&CA Deskside Support not limited to assigning assets, transferring assets and asset tracking. Maintain inventory of new system stock and loaner stock. Coordinate system refreshes, new hire, and contractor rollouts. Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software. Maintain records of daily data communication transactions, problems and remedial actions taken, or installation activities.
LenovoDeskside Support Engineer
Sep. 2014 - Sep. 2018Raleigh-Durham, North Carolina AreaAnswer user inquiries regarding computer software or hardware operation to resolve problems. Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software. Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications. Maintain records of daily data communication transactions, problems and remedial actions taken, or installation activities.
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