Technical Support Service
Resume:
AURORA MICHELLE JOHNSON
Brooklyn, NY 11214
**************@*****.***
SUMMARY
• 5 years experience in providing technical support service in a contact center serving Asia Pacific and North America regions
• Ability to provide customer support in the mode of phone, chat and e-mail
• Strong background in advanced computer hardware and basic software support
• Experience in leading a team of 10-11 personnel
EXPERIENCE
Technical Support Professional II – Dell DSPQ
Convergys Philippines (Clark, Pampanga, Philippines)
September 2012 – June 2015 (2 years 9 months)
Designations
• Technical Support Representative for Dell Service Provider’s Queue (September 2013 – June 2015)
- Provided technical assistance in installing, uninstalling, repairing and troubleshooting Desktops, Laptops, Dell Tablets, Workstations, Dell Laser Printers and All-In-One Computers to Dell Field technicians
- Dispatch/send additional parts if necessary to Dell Field technicians so that they can come back to the customer’s site to complete the service
• Outbound Call Team Support (March 2013 – September, 2013)
- Follow-up on on-site service cases to confirm resolution before closing the ticket
- Review selected special cases to ensure proper and fast resolution
- Submit escalations to the appropriate department as necessary
• Technical Support Representative (September 2012 – March 2013)
- Attend to technical concerns of Dell customers from the Asia-Pacific and North America regions via inbound chat, outbound call and e-mail.
Audio Transcriptionist/Data Entry Specialist – Upwork.com (ODesk)
October 2010 – August 2012
Senior Associate/Senior Technical Support Representative – Microsoft Account
Sutherland Global Services (Clark, Pampanga, Philippines)
October 2008 – September 2010 (1 year 11 months)
Designations
• Senior Technician/Tech Lead (April 2009 – September 2010) – Microsoft Xbox
- Provide floor support to help Level 1 agents in troubleshooting hardware and internet connectivity (Xbox Live) to Xbox Customers
- Monitors phone calls to make sure that Level 1 agents are proving the highest quality of service to Xbox customers
- Checks agents case documents for each customer
- Track and report the team’s customer satisfaction performance on a weekly basis
• Technical Support Representative (April 2008 – April 2009) – Microsoft Zune
- Attend to hardware and software technical concerns of Microsoft Zune customers from the North America region via inbound call, outbound call and email
Freelance Computer Repair Technician
Pampanga, Philippines
June 2005 – September 2008 (2 years 3 months)
- Troubleshoot and repair Personal Computers
EDUCATION
Bachelor of Science in Computer Engineering
Systems Plus Computer College (Philippines)
2000 – 2005
AWARDS AND ACKNOWLEDGEMENTS
• Top Imaging Representative (printers) – Dell Service Provider’s Queue (DSPQ)
• Top Agent – Dell Service Provider’s Queue (DSPQ)
• Top Agent – Dell SMB Chat
• Best in Attendance – Dell Account
Contact this candidate