Desktop Support
Resume:
Objective
Enthusiastic customer support representative with 15yrs+ years of providing quality service in various environments determined to expand and prosper in the Information Technology Industry. Excellent track record of technical knowledge/aptitude, customer resolution/communication, strong work ethics and professionalism.
Experience
Customer Support Engineer Commvault Tinton Falls NJ
April 2019 – Feb. 2020
Primary point of customer support for inbound Technical Support via telephone, email and chat
Maintained departmental metric goal of above 90%
Researched for common break/fix errors via knowledge based documentation
Provided Frontline/Tier 1 support
Escalated and routed support incidents to proper tier 2 engineers
Customer Service Representative New Jersey Natural Gas Wall NJ
May 2010 – Oct. 2018
Provided workstation technical support within the Customer Services Department
Implemented various technical updates to streamline and improve customer experience
Point of contact for all inbound inquiries for NJ Resources and subsidiary companies
Responded customer inquiries via phone, email and in person
Coordinate and resolved escalated state reported customer disputes with NJ Board of Public Utilities
Floor Supervisor Protection One Security Solutions Manasquan NJ
May 2008 - May 2010
Floor Supervisor for 24/7/365 alarm monitoring center
Reported and maintained assigned call center metrics for all monitoring stations
Accounted for daily shift performances via quarterly reports
Coordinated all recurrent and departmental cross training
Trainer Protection One Security Solutions Manasquan NJ
Jan 2005 – May 2008
Classroom Trainer for newly hired and current company employees es
Spearheaded to revamp and update interactive online training manuals
Traveled to different monitoring centers to assist and update site training departments
Customized, presented and retrained all employees for new company monitoring software
Relevant Skills
Active Directory
Virtualization
Workstation Troubleshooting/Repair
Windows OS experience
Exchange Setup/Configuration
SOHO Network Configuration
Certifications
CompTIA A+ - pending
Education
Asbury Park High School, High School, General Education, Sep 1996 - May 2000
High School Diploma
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