Technical Support Representative
Resume:
Dennis Kongvongsai
*****************@*****.***
San Diego, CA 92131
www.linkedin.com/in/dennis-kongvongsai-93a83279/
SUMMARY
15+ years of demonstrated strong analytical and problem-solving capabilities. Exceptional customer service and a drive to bring out the best in the team. Proven capacity to work diligently under pressure, multitask in fast-paced environments, and a rigorous approach to delivering customer satisfaction while maintaining service levels. Self-motivated and proficient with the latest in technology, with a passion for all things tech, PC/Gaming and electronics related.
PROFESSIONAL EXPERIENCE
Trimble, San Diego, CA Sep 2019-Present
Technical Support Representative, Trade Service Support Center
•Provide support via outbound calls, emails, and chat
•Escalate major issues via JIRA tickets when appropriate to Dev
•Maintain Salesforce Knowledge Base, and add new documentation as appropriate
•Assist various departments over various types of Estimating Software
•Prioritizing cases to ensure SLA levels are met
•Effectively document closed cases in a clear and concise manner
NORTEK SECURITY AND CONTROL, Carlsbad, CA Mar 2019-Sep 2019
Technical Support Representative III, Tech Services
•Provide via inbound calls, emails, and chat support
•Assist with customer install on Smart Home products
MITCHELL INTERNATIONAL, San Diego, CA Dec 2014- Mar 2019
Technical Support Representative, Technical Assistance Center
•Support help desk requests within SalesForce and Oracle NetSuite ticketing system
•Provide live remote support sessions with customers from various departments
•Collaborate with supervisors, peers, Dev Ops, engineers and escalate when needed
•Install, configure, maintain, and repair personal computers and mobile devices
•Proficient with MS Office, Outlook, and Windows
•Provide general support for software and hardware across multiple operating systems
•Gather logs, and provide to Engineers and Dev Ops teams
•Monitor call queue, and prioritizing work with emphasis on meeting service levels
GEICO, San Diego, CA Jan 2007- Dec 2014
Insurance Agent
•Maintain a high level of professionalism & integrity
EDUCATION / TRAINING
COMPTIA A+ Certification in Progress
Contact this candidate