Senior Technical Support || Customer Support || Operations Quality Analyst || Vi

-Delivered technical support to over 5,000 end-users annually, resolving issues related to interactive whiteboards, displays, windows and mac hardware and software issues with a 95% satisfaction rate. -Used Salesforce to log technical issues, track progress, and facilitate communication between support teams and end-users. -Recognized as the top global support specialist for 14 months in the past two years, demonstrating exceptional problem-solving skills and customer service excellence. -Conducted installation, configuration, and troubleshooting of Promethean hardware and software, leveraging engineering knowledge to optimize performance and resolve complex technical issues. Troubleshoot server, network, email, and endpoint security issues. -Diagnosed and resolved technical issues, including connectivity problems and software bugs, leading to a 30% improvement in average resolution time. -Collaborated with engineering and product development teams to provide feedback and recommendations, contributing to the successful rollout of three major software updates. -Mentored and trained new support team members, sharing expertise and best practices to elevate team performance and cohesion.

-Delivered timely, accurate, and professional customer service to clients of one of Australia's largest online marketplaces, Catch.com.au. -Assisted customers with expediting orders, addressing post-sale issues, and resolving complaints, ensuring a seamless shopping experience. -Utilized advanced tools to manage customer accounts, review transactions, and provide effective solutions through phone, email, chat, and mobile chat. -Monitored, audited, and tracked the quality metrics of assigned processes to ensure compliance with company standards and enhance service delivery. -Recognized as the top associate for two consecutive months, demonstrating exceptional performance in customer service and issue resolution. -Adapted to a fast-paced environment by remaining flexible and action-oriented, consistently meeting performance targets and improving operational efficiency.

-Delivered technical and customer support to over 5,000 end-users annually, resolving issues related to interactive whiteboards, displays, windows and mac hardware and software issues with a 95% satisfaction rate. -Recognized as the top global support specialist for 14 months in the past two years, demonstrating exceptional problem-solving skills and customer service excellence.