Customer Support Specialist
Resume:
Syed Fahim
************@*****.***
** ******* *** **** *****, 06512
BOROUGH OF MANHATTAN COMMUNITY
COLLEGE OF THE CITY UNIVERSITY OF
NEW YORK
New York, NY
BRONX CENTER FOR SCIENCE AND
MATHEMATICS
Bronx, NY
EDUCATION
Analyze Data
Customer Experience
Customer Success
Insightful
Marketing
Saas
Problem Solving
Technical Support
Technology planning
User training
Helpdesk administration
Network configuration
Approach, User training
Basic, Technical documentation
Benefits, Phone
Client
Customer satisfaction
Customer support
Data analysis
Documentation
Drivers
Focus
Forms
ADDITIONAL SKILLS
CUSTOMER ENGINEER ADVOCATE
Everi Holdings Inc., Las Vegas, NV / Jun 2020 - Present CUSTOMER SUPPORT SPECIALIST
Best Buy, Whiteplains, NY / Nov 2018 - Oct 2020
FIELD SERVICE ENGINEER
Nautilus Hyosung, Houston, TX / Nov 2016 - Nov 2018 EXPERIENCE
Analyze data and drawing insightful recommendations for customers Develop an deep understanding of the customer's business
•
customer experience Run point on customer
escalations and pulling in executive resources as
needed
•
• A knack for building deep customer relationships Formulate, direct and coordinate marketing activities and policies to promote products and services, working with advertising and promotion managers.
•
Identify, develop, or evaluate marketing strategy, based on knowledge of establishment objectives, market
characteristics, and cost and markup factors.
•
Worked with software development team on reported
errors and bugs on newly released software and
assisted in deployment of release fixes.
•
Oversaw change management efforts to support
implementation of critical initiatives driving technology, process and culture changes.
•
Provided primary customer support to internal and
external customers.Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.Resolved
concerns with products or services to help with
retention and drive sales.Leveraged consultative
approach to gather customer details and technical
data.Maintained accurate and current customer
account data with manual forms processing and digital information updates.Collected vital information to support company and associates through interviews
and data analysis.Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
•
Discussed and recommended service options with
customers and explained costs involved.Managed all on-site and off-site installation, repair, maintenance and test tasks.Followed safety procedures to avoid injuries in field.Installed new equipment and explained operation and routine maintenance protocols to
customers.Cleaned and lubricated parts to keep
equipment operating at peak performance.Reviewed
technical documentation to complete equipment
maintenance and repair.Reviewed all aspects of job upon completion to alleviate equipment failure and prevent callbacks.Operated all hand tools and power
•
Hand tools
Help desk
Information
SSecurity
Linux
Windows
Network
Peak
Protocols
Reporting
Requirements analysis
Safety
Sales
Scripts
Technical Support
INTEGRATION TECHNICIAN
Tmobile, The Bronx, NY / Jun 2015 - Nov 2016
equipment according to company safety
procedures.Assessed operating conditions and
adjusted settings to maximize performance and
equipment longevity.
Serviced existing accounts on regular basis to maximize revenue.Proactively managed client correspondence
and recorded all tracking and communications.Wrote and maintained custom scripts to increase system
efficiency and performance time.Oversaw development and maintenance of organization computer systems
and intranet.Built and maintained network
infrastructure consisting of Windows, Linux and virtual products.Participated in all phases of system
development life cycle from requirements analysis
through system implementation.
•
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