Network Services Senior Technical Support

Overview

Looking for full-time work (8 hours/day)

at $8.00/hour ($1,408.00/month)

Bachelors degree

Last Active

December 26th, 2024 (75 days ago)

Member Since

August 26th, 2019

Profile Description

I am a Technical Support Specialist with experience working remotely as an IT Operations Team Lead for 8 months and IT Operations Specialist for 1 year and 3 months for Peak Support, Network Services Senior Technical Support for more than 5 years supporting remote staff working at home for Convergys(now Concentrix) in the United States and before that as a Technical Support Representative for more than 4 years catering to customers of AT&T Bellsouth and afterward U-verse, a company also based in the United States.
As a Technical Support Representative, I had extensive experience supporting Internet, IP Phone, IP TV issues, while also dealing with minor PC issues including various security software, browser, connectivity, and system issues, local area network, and e-mail issues, while also making sure to address all the customers’ concerns and provide them with excellent service.
As a Network Services Senior Technical Support, I assisted remote staff with general computer operation and desktop application software questions and problems; provided first-level customer support including troubleshooting basic issues related to computer hardware, network/internet connectivity, email, and other software application; troubleshoot PC problems of all moderate complexity, often requiring examination of underlying PC, OS, configurations and application software; corrected any problem with equipment used by the remote staff/administrative users; properly escalate tickets to a higher level of support as necessary; provide basic telephony support in performing remote installation and remote troubleshooting on hard phones; perform hardware and software upgrades to peripheral equipment; identify and/or assist with resolution to their access issues; diagnose and resolve technical hardware and software issues involving internet connectivity, email clients, IPTV, VOIP and more; and as a senior staff, trained and functioned as an informal resource for colleagues with less experience.
I am proficient in MSO365 Admin Center, Entra, Endpoint, Teams, Exchange, Windows, Avaya Phones, and Cisco Programming. I am also excellent in both oral and written English communication skills. I am skilled in running and analyzing various network tests, troubleshooting network connectivity, browsing problems, and various computer software, hardware, and operating system issues. I am knowledgeable in Unix Systems, PCB design, 3D Studio Max, JAVA, VB, HTML, and Assembly Programming. I am also familiar with using Macromedia Dreamweaver, Flash, and Adobe Photoshop.
I’m a quick learner and can adapt easily. Working in the IT industry for close to 10 years has given me the ability to quickly learn and adapt to any new technology introduced to the industry and the company I was working in. Improvements and changes to the systems that we were using and the introduction of new technologies and processes were normal to improve our services and be more efficient in our operations. Thus, I was regularly exposed to these changes, had to be familiar and eventually master them quickly in order to do my job efficiently. I am very efficient in the work I do and excellent in managing my time. My previous occupations always involved talking to customers or remote staff over the phone, diagnosing the issue, running tests, and documenting findings all at the same time and methodically doing so to efficiently get the job done. This eventually became a habit that I apply to everything I do from doing the work assigned to me, to every regular daily chore I do, managing my time to get everything done as quickly as possible without sacrificing the quality of work done. I am very attentive and have strong attention to detail. Working as a Technical Support Representative required me to listen to what the customers and remote staff says, probe well and pay attention to every detail they gave and the results from the tests I run, and take absolute care not to miss any hint that could point to the cause of the issue. I am easy to work with and can also work easily with others. I am excellent at profiling people and know how to behave around them. I’m a great listener and responds well to people’s reactions and emotions. I am always calm and confident and can deal with pressure from work, customers, colleagues, and superiors.
I lost my recent role as IT Operations Team Lead as the company had been downsizing, and I was the lesser experienced one, and I am now trying to build my career back up in IT Operations in a remote setup.