Technical Support Quality Assurance

Skills

Experience

ARTHUR KADURU

Technical Support

240-***-**** ************@*****.*** Alexandria, VA 22304 Dynamic Customer Support Specialist at Progressive, adept at utilizing Salesforce for efficient payment processing and enhancing client satisfaction through strong communication. Proven success in managing high- volume caseloads and delivering quality assurance. Skilled in application support and hardware configuration, fostering relationships while contributing to business growth and customer retention.

• Salesforce • Payment processing

• Quality assurance • Microsoft windows and office

• Technical documents comprehension • Application support

• Hardware configuration

Customer Support

PROGRESSIVE, Alexandria, VA

August 2024 - Present

Provided technical support to customers via telephone and email, troubleshooting hardware and software issues.

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Documented processes related to installation, troubleshooting, repair, and maintenance of hardware and software products.

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• Configured virtual private networks to enable secure remote access to corporate resources.

• Diagnosed, troubleshooted and resolved hardware, software, and other network and system problems.

• Created user accounts in Active Directory environment and managed group policies accordingly. Technical Support

JOULES IT, Dallas, TX

February 2022 - March 2023

• Provided technical support to production personnel

• Coordinated help desk and technical support services

• Provided technical support during software installation and configuration

• Streamlined helpdesk operations, providing timely technical support to end-users

• Offered software-related technical support through various communications channels Office 365 Technical Support Lead

TEK EXPERTS, Nigeria, US

January 2021 - January 2022

• Company Overview: Tek Experts provides business and IT support services Education

Certifications

Track all product key sales activities in company CRM system and keep current by updating account information regularly

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• Microsoft Office365 Migration (Migration from Gmail, Yahoo Mail, Hotmail to Microsoft Office365)

• Office365 Application support (Outlook, Teams, OneDrive, Word, Excel etc.) Expanded mailbox size using Microsoft Exchange admin center and installed/replaced power supplies and network cards

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Provided online technical support for Microsoft services and performed root cause analysis of reported issues to decisively discern and enact corrections

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• Microsoft Office365 Deployment and Administration e.g

(Licenses, Domain configuration and Configuring Multifactor Authentication) Manage User Identity and Roles, Access, and Authentication

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• Microsoft Exchange Online Support and Administration

• Tested new software and hardware prior to deployment Improved first-call resolution rates with thorough troubleshooting techniques and extensive product knowledge

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• Tek Experts provides business and IT support services Office365 Technical Support

TEK EXPERTS, Nigeria, TX

July 2019 - December 2020

• Company Overview: Tek Experts provides business and IT support services Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones

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• Patched software and installed new versions to eliminate security problems and protect data Delivered technical support on the core applications (Teams, Skype, Windows, office 365 and Dotnet framework)

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• Formulated technical content including Knowledge base articles, whitepapers, Training documents Organized system infrastructure documentation and operating procedures, strengthening controls and enhancing overall performance

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• Defined parameters for technical development tasks such as API and data acquisition

• Tek Experts provides business and IT support services Bachelor of Science (B.S.) in InformationTechnology FederalUniversity of Technology Owerri

November 2015

• Microsoft Certified Trainer(MCT)

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