Tier 2 Technical Support Specialist

Mark Zizi

Spring Valley, NY ***** +1-914-***-**** ************@*****.***

Willing to relocate: Anywhere

Work Experience

Tier 2 Technical Support

Teleperformance North Lauderdale, FL

June 2021 to October 2025

• Connect with customers via phone/email/chat to resolve their questions or concerns

• Support technical issues with iOS, iPadOS, WatchOS, macOS and other apple hardware and software

• Support Tier 1 by providing knowledge/guidance as they support customers

• Take over interactions from Tier 1 when required

• Calmly attempt to resolve and de-escalate any issues

• Escalate interactions when necessary and appropriate

• Respond to requests for assistance and/or possible processing payments

• Track all call related information for auditing and reporting purposes

• Provide feedback on call issues

proactively identify and offer appropriate solutions that create high customer satisfaction. Maintainence

Yeshiva Gedola Spring Valley, NY

November 2019 to March 2020

janitorial work and food prep for the school, and in later months only cleaning the dorms off campus for student living on call basis.

Dispatcher/Customer Service

Addison Lee North America Mahwah, NJ

November 2019 to January 2020

overnight dispatch in limo\upscale car service.

oversee rides and coordinate with both drivers and their clients to ensure the best possible customer experience. also work with drivers to facilitate pick up, and in many situations. also work with other members of dispatch as well as members of other departments to ensure the best possible service is provided to our clients. Maintenance Worker

Talmud Torah D'chasidel Bobov Spring Valley, NY

August 2019 to October 2019

janitorial work and general labor, inside and outside of the school. Cook

Talmud Torah d'chasidei bobov Spring Valley, NY

May 2019 to August 2019

meat side cook that ran the meat side under kosher chef, also assisted on the dairy side in the morning for breakfast and lunch services. I was expected to complete food prep, cooking, and also maintained a clean kitchen that was stocked, organized and up to par with all regulations and rules in place to maintain the best levels of quality and service.

Senior Technical Support Specialist

Education

GED

Skills

Boiling cooking technique Product replacement management Pallet jack Virtualization Developing technical user guides - Technical user guides developed (1-3 guides) Mobile device management Data interpretation Windows Remote Desktop Transportation management systems Information security compliance Compliance Blenders Patience IT user and group management Staff training Antivirus software support Productivity software Remote Desktop Protocol (RDP) Customer service management Help desk Landscape Maintenance Web browser support Remote access software Supervising experience Administrative experience Quality data entry Adaptability Linux Hardware support Customer service Lawn Care IT department experience Managing customer accounts Handyman Resolving technical support tickets - Technical support tickets resolved daily (More than 30 tickets) Cabling VPN management Troubleshooting Computer operation Remote technical support Teamwork LAN Management Software troubleshooting Data management Charbroilers Operating system installation CRM system proficiency Operating Systems Communication platforms Electrical assembly Technical user customer support User training (technical support) Desktop support analyst experience Peripheral setup Customer returns handling User training (system administration) Client relationship management Network support technician experience Equipment troubleshooting Network hardware support Tablet

(troubleshooting support) Incident management software Communication skills User support Operating system updates Technical support via email VMware Cleanroom experience Office experience Client services IT system monitoring Organizational skills IT Facilities Maintenance Collaborative technology platforms Hand tools TCP/IP VPN Cloud services DHCP IT support Operations management Malware removal support Customer support ticket management SaaS iOS support Maintaining an organized workspace DOS support Technical documentation IT security management Flat-top griddles Foreign language proficiency Laptop (troubleshooting support) Team development Desktop applications Technical troubleshooting support Computer hardware Network troubleshooting Windows Networking equipment (troubleshooting support) Google Workspace Microsoft Excel Peripheral hardware support Android support Network Support Technical customer support solution Time management Data entry User guides GPS Systems integration Training & development Attention to detail Google Cloud Platform Custodial Experience AnyDesk Software support Computer skills Incident management Software installation Microsoft Windows Customer support technician experience IT support specialist experience Customer issue escalation Computer literacy Apple Remote Desktop Technical support - Technical support experience (6-10 years) Email support VoIP Help desk support experience Data recovery Performance tuning Call center experience Printer (troubleshooting support) Multifamily properties Desktop (troubleshooting support) Home care Client interaction via phone calls Schematics IoT device support Microsoft Outlook Server virtualization Home coordinator experience UEM Technical Proficiency Care documentation Material handling equipment operation Network protocols Software maintenance Record keeping Customer communication Network security Escalation handling Home health Customer training Custom software application support Firewall Productivity software support Phone communication Assembly Food preparation Order issue resolution Customer relationship building Business analysis Network monitoring Network routing Mowing Real-time systems Managing technical support teams - Largest technical support team managed (16-20 team members) Service cancellation management Chrome OS support Hardware maintenance Network management Cash handling Drywall Casual dining experience Wireless networking Ethernet iOS Cloud-based systems Grammar Experience Industrial Maintenance Telecommunication Fine dining experience Written communication macOS support Mobile device support Van driving DNS macOS Storage device

(troubleshooting support) WAN Smartphone (troubleshooting support) Desktop support Sales Deep frying Mobile devices Utilities software support IP networking Ubuntu support Account troubleshooting Network configuration Production management systems (technically supported) Ticketing system technical support Dispatching Windows support Staff supervision MFA Email configuration (technical support) Cloud-based application support Billing troubleshooting Android Resourcefulness Medication administration Problem-solving First aid Electrical systems Microsoft Office Live chat Call center management Truck loading and unloading Systems & applications support Security Warehouse management system Phone call management Remote support specialist experience Broiling Product support specialist experience Microsoft 365 support Microsoft Teams

Languages

French - Fluent

Bilingual

Spanish

Haitian Creole

English

Certifications and Licenses

Driver's License

Additional Information

Authorized to work in the US for any employer

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