JENNIFER EDWINA

College station TX 979-***-**** adp1u5@r.postjobfree.com

Professional summary

Experienced help desk technician with over all 5 years of experience in industry. Excellent reputation for resolving problems and improving customer satisfaction.

Skills

Hardware and software installation

Support experience with both pc and mac computers

Experience with Microsoft active directory

Good communication and customer support

Wide Knowledge in Windows, MS Office and Outlook

Excellent telephone and customer service skills

Work history

Technical support officer – 2010 to 2011

HCL technologies – Chennai, Tamil Nadu

Handling the business and residential end user tier2 technical queries regarding the internet connectivity, telephone and mobile. Handling complaints/escalations and providing a better and quick resolution/response to the users. Understanding the criticality of the situation and reacting to it towards a fix. Changing and creating static ip address on the request of end user. Raising tickets on the end user email account issues and fixing the issue. Taking remote access of the end user devices like. Laptops, ipads, pc's and mobile phones to fix the connectivity issue. Raising tickets to fix the issues and handling the escalations accordingly. Monitor the data, make reports and attend meetings to discuss the quality of the service. Changing the bandwidth and the channels to improve the wireless connectivity for the end user. Booking engineers to fix the issue in bras and exchange.

IT consultant, 2011 to 2014

Sutherland global - Chennai, Tamil Nadu

Supervised directly 15 team members to resolve the technical questions and maintained full responsibility for the daily targets of the team Co-ordinated seminars in handling irate customers, stopping fraudulent sales and improving customer experience. Call routing, Rest password done after passing security. Handled escalation calls from associates. Hands-on experience in using remote assistance tools like Logmein to troubleshoot, Excellent working knowledge of tools like Citrix, Siebel and Remedy. Worked on various LAN/WAN network topology, Anti-virus solutions, firewall etc. Tracks ticket ques through the day Conducts customer follow ups, Install, configure, and support an organization's LAN, equipment installation, repair, troubleshooting, maintenance and. Or support, conduct customer consultation in the use and development of technological tools, multimedia support. Provide routine support technical support to customer and meet customer and technical staff to determine information needed. Provide on call support during weekends as needed.

Education:

Bachelor’s in engineering (electronic and communication) – 2006 - 2010

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