Customer Service Technical Support
Resume:
CHAAN EPPS
*****.****@*****.***
Professional Experience
Brinks Security (2022 - Present)
Technical Support (Tier 2)
Advanced troubleshooting of security systems, including panels, sensors, z-wave (smart) devices, IOT devices, basic wiring and electrical to security systems, cellular communication module troubleshooting, activation and upgrades, video camera setup, monitoring and configuration.
Performed troubleshooting and configuration of thin clients, including vpn, proprietary works tools, training and development environment and helpdesk.
Transcom/Apple (2019 to 2021)
Mac/Senior Advisor (Tier 2)
Provided on-call support for critical issues (resolved problems with macOS and iOS operating systems, installed software, setup repairs for hardware related issues and all other technical issues).
Provided user troubleshooting and desktop support on macOS and Windows systems.
Provided white glove support to VIP’s to resolve various technical issues.
Set up Mac desktops, laptops and all types of mobile devices (iPhones, iPads, Apple Watch, etc.).
Defined and documented technical procedures and customer solutions.
Maintained and updated customer service database.
Took escalated calls from internal employees and customers.
Answered telephone calls promptly and minimized delays that could lead to negative feedback.
Managed customer's expectations and experience to a high degree of customer satisfaction.
Worked closely with team members to meet or exceed all customer service requirements.
Maintained high department standards for quality and productivity metrics.
Resolved complex problems independently.
Identified and solved technical issues with a variety of diagnostic tools.
Remained up-to-date on the latest technologies and solutions applicable to company products.
Followed up with clients to ensure optimal customer satisfaction.
Demonstrated professionalism and courtesy with customers at all times.
Resolved customer issues in a clear, courteous and straightforward manner.
Sutherland Global, Remote (2017 to 2019)
Xbox Hardware Support (Xbox Support)
Inbound/outbound calls (high call volume).
Gamertag Profile & Billing assistance.
Xbox shipping, ordering & tracking support.
Quality assurance, trained new employees and tier II escalations.
Support.com, Remote (2014 to 2016)
SOLUTIONS ENGINEER
Inbound/outbound calls
Virus and malware removal
Computer optimization
Internal helpdesk support
Network troubleshooting
SRM Inc., Remote (2010 to 2013)
Property Preservation
Maintained property management database (adding clients & contractors, including bidding & Invoicing).
Created and modified Employee & Contractor Instructional Templates.
Computer hardware & software support, networking, TCP/IP configuration.
Rackspace Corp. (2008 to 2010)
Data Center Technician
Performed imaging, cloning, desktop/server hardware builds & installation (Windows Server & Linux).
Onsite server hardware maintenance.
Network troubleshooting and support.
Verizon Corp. (2005 to 2008)
Fios Support
Inbound call center (high call volume).
Networking, TCP/IP and router configurations.
Escalations/internal helpdesk
Education
Currently enrolled in CyberSecurity Bootcamp at SMU
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