Technical Support Manager
Resume:
Ricky Nelson
********@*****.***
Objective:
To obtain a challenging position which allows me to apply my skill and experience, while improving my skills rapidly.
Career Experience:
Teleperformance 2012-present
AppleCare Senior Advisor
•Provided technical support for Apple customers in the United States and Canada.
•Troubleshot issues occurring with customers' iOS devices and computers.
•Adhered to strict guidelines for documenting issues and resolutions using a proprietary logging system.
•Communicated with fellow Tier 2 advisors, team leaders, and Engineering to provide and learn new methods for improving efficiency, troubleshooting skills, and positioning statements to improve customer experience.
•Empowered as a manager to be the final line of support.
•Consulted directly with other departments to find resolution as efficiently as possible.
•Strived to meet and exceed goals for KPIs (Key Performance Indicators). Catergories include: average handle time, issue resolution, escalation rate, repairs, customer satisfaction, and sales.
Priced Right Computer Services 2007-2012
•Assisted customers in diagnosing and repairing issues occuring with desktops and laptops.
•Purpose-built desktop computer systems for a variety of use case scenarios.
Technical Skills:
•Microsoft Windows XP, Vista, 7, 8.1, 10
•Mac OS X 10.6 Snow Leopard - 10.11 El Capitan, MacOS Sierra
Certifications:
•CompTia A+
References submitted upon request
Contact this candidate