Technical Support Customer Service

Lale Aytug

619-***-**** *********@*****.*** Fully Work Authorized

https://www.linkedin.com/in/lale-aytug-158579138/ No Visa Sponsorship Required PROFESSIONAL SUMMARY

Dedicated IT professional with a solid background in troubleshooting web platforms and hardware. Proven success in delivering exceptional customer service and technical support in high-volume environments, consistently resolving complex technical issues while ensuring customer satisfaction. Experienced in cross-platform support (PC, Mac, iOS, Android) and adept at creating clear technical documentation and training resources. Known for being a quick learner and a hardworking team player, I’m passionate about leveraging technology to help businesses thrive and provide innovative solutions. WORK EXPERIENCE

IT Help Desk, Pmxboard LLC, Temecula, CA 2022 - 2024

● Provided front-line technical support for web-based platforms, assisting users across PC, Mac, iOS, and Android environments.

● Troubleshot and resolved software and hardware-related issues, including peripherals, printers, and conference room setups, ensuring all equipment met operational standards.

● Assisted customers through phone, email, and chat, delivering fast and effective technical solutions.

● Collaborated with internal teams to escalate unresolved issues, improving resolution times and customer experience.

● Drafted and updated technical documentation to support self-service initiatives and reduce the volume of support requests. IT Support Specialist, Clover Inc,Turkey 2017 - 2020

● Delivered technical support, resolving both software and hardware issues on Windows, macOS, and mobile devices.

● Provided technical support via email, phone, and chat, maintaining a high level of customer satisfaction by resolving issues efficiently within SLA goals.

● Assisted in configuring and deploying software updates, optimizing system functionality, and minimizing downtime for end-users.

● Created and maintained technical documentation, enhancing team collaboration and enabling faster issue resolution.

● Provided user training on software tools and new system features, contributing to a smoother user adoption process. EDUCATION

Southern States University, Irvine, CA

Master of Science in Information Technology

GPA: 3.85

Usak University

Bachelor of Science in Public Administration

SKILLS

● Web Application Troubleshooting (PC, Mac, iOS, Android)

● Hardware troubleshooting (printers, peripherals, conference rooms)

● CRM Tools (Zendesk, Salesforce)

● Basic Python, HTML5, CSS

● Excellent Communication Skills (written and verbal)

● Team Collaboration & Problem-Solving

● Technical Documentation

● Fast Learner with a Passion for Technology

CERTIFICATIONS AND LICENSES

● IT Support Certificate, Google

● ITIL Foundation,AXELOS Global

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