Premier Technical Support Technician
Resume:
Michael Jackson
Phoenix, AZ *****
*************@*****.***
Professional Summary
Hardworking and reliable premier technical support with strong ability in sales and customer service. Offering strong skill-sets, effective time management all whilst providing a white glove experience. I also bring to the table a highly organized, proactive and punctual with team-oriented mentality. Work Experience
Sherweb
Mural Consulting-Phoenix, AZ
May 2021 to Present
• Worked with Microsoft 365 business clients. Troubleshoot Microsoft products such as Word, Excel, PowerPoint, Sharepoint, Teams, and Exchange.
• Working with end users and administrators to resolve complex issues and to do so in a timely manner.
• Experience with MAC OS, Windows, and PowerShell.
• Able to communicate with clients via phone, email, and chat professionally.
• Worked with over 1500 business clients internationally
• Understand and have worked with CRM systems
•working with azure and onprem servers
• I have experience with ADFS, app proxy, radius and NPS servers.
• worked with business clients troubleshooting MFA, onprem servers and everything regarding azure. Premier Solutions Support Technician
Asurion Insurance-Phoenix, AZ
November 2019 to March 2021
• Assisted end-users with software and hardware troubleshooting to determine causes of system malfunction.
• Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
• Supported customers having data connectivity issues, assisting with troubleshooting steps and rebooting of hardware.
• Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
• Assisted in technical support process refinement to improve customer service and support.
• Closed new service contracts by demonstrating benefits to customers.
• Fostered relationships with customers to expand customer base and enhance loyalty and retention.
• Contacted new and existing customers to discuss how specific products could meet needs.
• Developed customized sales techniques to successfully sell and upsell to customers ensuring that they protect the investments in their homes electronics and also while giving them a full technical support service to go along with the insurance services to new and existing clients.
• Built relationship with clients and helped excel in the sales part of the job
• Able to close sales
Sales Representative
Phoenix, AZ
Customer Service Representative
Best Buy-Phoenix, AZ
June 2018 to October 2019
Customer Service
Chick-fil-A-Phoenix, AZ
September 2017 to February 2018
Escalated customer concerns, store issues and inventory requirements to supervisors. Educated customers on special pricing opportunities and company offerings. De-escalated problematic customer concerns, maintaining calm, friendly demeanor. Made sure I gave a premier customer experience to each of the customers and ensured a positive experience making the customers want to come back. Education
High School Diploma
Desert Vista High School-Phoenix, AZ
May 2019
Skills
• Microsoft Windows
• Technical Support
• Android
• Network Support
• Active Directory
• Mac OS
• Remote Access Software
• Help Desk
• Load Balancing
• Computer maintenance
Application installations
Software upgrades
Call center experience
Technical Troubleshooting
• Typing
• Desktop Support
• Software Troubleshooting
• DNS
• iOS
• Operating Systems
• Microsoft SharePoint
• Troubleshooting
• PowerShell
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