Candidate Profile

Roo5242

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About

Self-disciplined IT Specialist who, specializes in niche to provide high-quality services. Presents evidence of skills and work experience. Flexible to meet changing needs of diverse clients and industries. Reliable candidate ready to take on challenges using problem-solving and task prioritization skills to help team succeed. Dedicated professional with demonstrated strengths in customer service, time management and trend tracking. Good at troubleshooting problems and building successful solutions. Excellent verbal and written communicator with strong background cultivating positive relationships and exceeding goals.

Proficient in

IT Project ManagementProcess DevelopmentCustomer Engagement

International

Yes

Availability

Part-time or Full-time

Experience

10 years

Previous Roles

Work History

Business Analyst

Helpdesk Support Engineer

IT Managed Services Consultant

Key Responsibilities in Most Recent Role

Job Title: Helpdesk Support Engineer

10 years

Traced root causes of malfunction using specific diagnostic procedures, scripts and programs.
Helped product managers improve offerings by relaying constructive feedback.
Maintained primary technical ownership of service support tickets by working effectively with available technical resources.
Assisted customers with device-related problems for mobile tablets and iPads.
Documented troubleshooting procedures and updated system records in detail.
Upheld excellent relationships with on-site users by quickly handling diverse problems.
Guided customers through set up and safe operation of equipment.
Coordinated RMAs within customer service department and resolves related technical issues.
Protected system information by correctly managing users and access profiles.
Prevented recurrence by educating customers on reasons for malfunctions and ways to avoid future issues.
Adjusted quickly to different types of service issues and computer problems and implemented successful solutions.
Increased numbers of tickets handled by serving numerous customers via telephone and email.
Identified and resolved hardware, software and network problems with good troubleshooting abilities and strong technical knowledge.
Maintained detailed records of daily support activities and resolutions.
Researched latest technology innovations to keep abreast with trend in digital transformation.
Restored performance by completing basic repairs of hardware, software and equipment.
Traveled to various worksites to troubleshoot, repair and provide diagnostic support.
Set specifications for new systems and updates, factoring in input from management, staff and users.
Scheduled training of software applications, data entry and retrieval procedures for end users.
Diagnosed and resolved faults based on technical knowledge and use of pre-scripted repair trees.
Helped users via telephone to diagnose and triage problems.
Oversaw daily performance of computer systems.
Examined source materials to identify data required for database.
Improved user performance by providing training in hardware and software use

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