Client Tech Supt Specialist Resume Samples

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M Prohaska

Miller

Prohaska

236 Meda Harbors

Chicago

+1 (555) 793 9133

236 Meda Harbors

Chicago

Phone

p +1 (555) 793 9133

Experience Experience

Los Angeles, CA

Client Tech Supt Specialist

Los Angeles, CA

Lueilwitz Inc

Los Angeles, CA

Client Tech Supt Specialist

Assists IT management and other senior IT technical staff in developing departmental and Helpdesk guidelines and operating procedures
Provide Coaching & Feedback to enhance agent performance
Driving the efficiency and effectiveness of the Incident Management, Request Management, and Cost Control process
Manage your time effectively to allow for capture work, training, customer calls and new case assignments to facilitate prompt resolution
Develop action plans and report out the improvement process in business reviews
Assists by coordinating work to agents in the specified SLA
Work on ticket flow to track and drive advise for improvement

New York, NY

Client Tech Supt Specialist Coimbatore

New York, NY

Casper, Batz and Muller

New York, NY

Client Tech Supt Specialist Coimbatore

May be involved in revenue generation activities with current Dell customers
Escalates more complex customer technical issues to senior level support
Uses troubleshooting techniques and tools to identify products that are defective and follow guidelines in issuing service calls/contacts
How related areas interact to achieve results
Keeps abreast of external industry trends and latest advances
Advises/educates customers within procedural guidelines to ensure a complete solution to their technical or service questions
Reviews and distributes pertinent cross-functional information

present

Detroit, MI

Client Tech Supt Specialist Team Lead

Detroit, MI

Feil-Bergnaum

present

Detroit, MI

Client Tech Supt Specialist Team Lead

present

Utilizes best practice processes around work assignments, project management, and quality of output while maximizing overall team performance
Assists customers by diagnosing problems and providing resolutions for technical service or care issues
Improves efficiency, quality and service of ongoing work
Identifies, researches and provides input on unique or recurring customer problems
Applies advanced and demonstrated knowledge of a wide range of policies and procedures for the area
Responds to customer technical problems/issues related to hardware, software and networking via e-mail/chat, online, social media and phone
Monitors and tracks issues to ensure accurate resolution

Education Education

Bachelor’s Degree in Initiative

Iowa State University

Bachelor’s Degree in Initiative

Skills Skills

Knowledge on Active Directory would be desirable
English proficiency ( CET-6)
Knowledge of troubleshooting PC Hardware
Working Knowledge of Operating Systems such as Windows 9x, XP, NT, 2000, Novell etc
Good Trouble shooting skills and experience in handling UAM, PWD resets and Exchange / lotus Notes environment
Good hands on experience on Windows 2000/2003 enterprise servers
Should have knowledge on Remote Control tools Like Net Meeting , Damware etc.,
Ability to perform in adverse situations
Should have knowledge on the applications like SMS
Good interpersonal and communication skills

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Client Tech Supt Specialist Resume Examples & Samples

Customer service orientation and ability to work in a team
Follow Escalation Matrix for unresolved calls
Coordinate with various support providers for technical issues, Team mentoring and training skills
Good Trouble shooting skills and experience in handling UAM, PWD resets and Exchange / lotus Notes environment
Should have knowledge on Remote Control tools Like Net Meeting , Damware etc.,
Knowledge on Active Directory would be desirable
Should be familiar with standard storage devices

Client Tech Supt Specialist Coimbatore Resume Examples & Samples

May be involved in revenue generation activities with current Dell customers
Integrates understanding of departmental issues and
Keeps abreast of external industry trends and latest advances
Provides leadership and mentors team members to transfer skills as well as technicians in other support areas
Demonstrates initiative and good judgment in resolving issues effecting customer satisfaction

Client Tech Supt Specialist Team Lead Resume Examples & Samples

Builds strong relationships with customers and across work areas to improve services and ensure service levels are being met
Must be able to speak and write in English and Chinese
Mastery of Dell products, customer service, policies and procedures
Works effectively and efficiently under time constraints and high stress/pressure environments

Client Tech Supt Specialist Korean Speaking Resume Examples & Samples

Utilizes best practice processes around work assignments, project management, and quality of output while maximizing overall team performance
May triage unresolved software issues according to department procedures and answers technical questions, resolves, or escalates problems
May be responsible for the technical skill development of a team and evaluated on how well they perform on key performance indicators
Proactively engages the required resources to ensure the customer expectation is exceeded in a timely manner
Contributes to own team/closely related teams by ensuring quality and accuracy of team output
Builds productive internal relationships at team lead or management level
4-6 years of relevant experience or equivalent combination of education and work experience

Client Tech Supt Specialist Qwatch Resume Examples & Samples

Develops an understanding of internal operations and how related functional areas interact to achieve results
Improves efficiency, quality and service of ongoing work
Assumes complete ownership of customer issue until resolved involving multiple inbound and outbound communications. Will own the issue and engages/collaborates with multiple resources
Acts independently with substantial latitude to determine methods and procedures on assignments, setting objectives and deciding how to proceed

Client Tech Supt Specialist Resume Examples & Samples

Responsible for assigning tickets to resolutions team and ensuring accuracy of all aspects ticket assignment for the team
Responsible for scheduling and work load balancing for the team
Responsible for co-ordination of tickets assigned to Resolution Teams; ensuring that all cases are closed within SLA
Responsible for effecting improvements and maintaining team quality metrics at the required level
Uses analytical skills to monitor trends and report on team quality metrics
Responsible for the continued improvement in team technical, troubleshooting, process and customer handling skills
Acts as a point of contact for both technical and non-technical customer escalations
Assists Service Desk Manager and other Team Leaders with Problem Management by using analytical skills to monitor trends and report on team quality metrics
Minimum 12 - 18 Months in a Technical Support Associate 1, Dispatcher or equivalent role
Willing to work on rotational shift; 24*7*365 queue
MUST be able to speak/ read/ write in Mandarin & Bahasa Malaysia

Client Tech Supt Specialist Resume Examples & Samples

Monitor calls on Communication, Soft Skills, Process & Compliance Parameters
Provide Coaching & Feedback to enhance agent performance
Analyze Audit data, Compliance, Communication & Process related data. Prepare & implement action plans
Analyze the coaching / training needs of the reps & support them in delivery
Participate in calibrations to ensure consistent scoring & feedback delivery approach
Keep the reps updated on new process changes / updates, improvement initiatives
Conduct Compliance, Communication & Process Awareness sessions for new hires
Support floor training initiatives : Resolution & Communication / Vitality trainings / RVP etc
Handle PnP escalations
Develop action plans and report out the improvement process in business reviews
Plan & run campaigns to drive awareness/improvements on Compliance, Communication, Process and Policies
Certified Trainer/Coach preferable
Presentation , feedback & coaching skills
CE/Process/Compliance knowledge & orientation
Some basic understanding of CEC audit & coaching process
Basic knowledge of Care Business and Policy and Procedure
Technical knowledge of Mandarin and English communication – intonation, syllable, punctuation, Stress, Accent etc
Any combination of experience and training which provides the preferred knowledge, skills, and abilities

Client Tech Supt Specialist Japanese Speaking Resume Examples & Samples

Identifies, researches and provides input on unique or recurring customer problems
Applies advanced and demonstrated knowledge of a wide range of policies and procedures for the area
May provide weekly feedback on coaching and training events that took place during the week and how the team is progressing
May require advanced industry/ internal certifications applicable to role

Client Tech Supt Specialist Resume Examples & Samples

Queue Monitoring and Coordination
(1) Monitoring the tickets /requests queues (for Service Provider assigned work) and ensuring acknowledgement SLA are met
(2) Ensuring correct assignment or undertaking re-assignment in case incorrectly assigned by Client Service Desk
(3) Coordinating and logging tickets/requests with Service Provider Approved partners for on-call dispatch/remote locations
(4) Support onsite Service Provider field support team for any Vendor/third party coordination and other activities like follow-ups etc
Service Management and Reporting
(1) Supporting the SDMs with administrative tasks such as reporting and billing processes
(2) Lead process standardization and process gaps identifications and quality/compliance initiatives across region
(3) Monitoring all SLA parameters and to track and highlight the actions required to meet or exceed the SLA
(4) Reviewing aging reports for all issues that are close to or have exceeded the resolution target
(5) Generating the agreed monthly operational reports monitoring against service levels
(6) Monitoring KPIs
(7) Conducting historical and trend analysis and providing valuable insight to the onsite teams
(8) Reviewing performance trend data to highlight performance trends
(9) Participate and drive any CSI initiatives set forth in Schedule M – Continuous Services Improvement in collaboration with SDMs s and Country Leads
Job and Education Experience
2-3 years of relevant experience or equivalent combination of education and work experience
Proficient in Windows operating system environment; Ability to use computer and office software applications (e.g. Microsoft Word, Excel and Outlook.)
CET-4 English skill or equivalent language skill preferred
Diploma or equivalent

Client Tech Supt Specialist Resume Examples & Samples

Maintain accurate call logging and tracking into Helpdesk database (Delta/DCSS)
Tertiary qualifications or other relevant degree
Min 2 years’ experience in customer service and project management will be an advantage
Excellent telephone manner; communication skills in English and Tagalog
Strong customer service ethic and ability to be empathetic and accept ownership
Well developed problem solving skills
Able to work in 24x7 shift environment

Client Tech Supt Specialist Resume Examples & Samples

Design skills: Good at creating and designing web pictures and Video on SMaC
Language : Good written communications skills, . Good English is also a mandatory requirement to be able to interact with stakeholder , customers and colleagues abroad
Communication: Strong communication , positive attitude and conflict resolution skills
Others: Experience with social media platforms is required (personal or professional), understanding the “online culture?is a must

Client Tech Supt Specialist Resume Examples & Samples

Ensure a positive Customer Experience by doing things right the first time, to reduce repeat contacts and repeat dispatches
Proactively manage the control metrics assigned by REC including Service Level, Cases Closed, Idle Incidents, Average Time to Close, Re-escalation Rate, Logging, Quality Audits, and CSAT trends
Manage your time effectively to allow for capture work, training, customer calls and new case assignments to facilitate prompt resolution
Contains escalation and does not allow issues to escalate further
Work effectively as a team player by supporting others, participate in Business Process Improvements (BPI)/other business driven improvement projects, be professional, respectful, tolerant in all relationships with peers, internal customers, and external customers

Client Tech Supt Specialist Resume Examples & Samples

Strong understanding and technical ability for PC, servers/Storage, Software systems and applications supported and sold by Dell Asia Pacific
ISA, PCI, EISA, combo interfaces
ECC, SDRAM, RDR memories
Systems recovery (and added advantage)

Client Tech Supt Specialist Resume Examples & Samples

Able to communicate over the phone/email effectively
Experience in cross-functional communication and implementation
Reporting and project experience is preferred

Client Tech Supt Specialist Resume Examples & Samples

3) Creativity and sense of collaborative work
4) Studio experience is an extra (if not, we can train even at distance)
5) Ask the person about hobbies: if he/she is a gamer, perfect!! Photography, even better!!
6) Animation: create basic animations is an extra
7) SEO and cross media strategies: extra
1) Adobe Creative Cloud : Premiere is essential – After Effects is an excellent plus
2) Editing experience: ask to share some works from the portfolio. You can share with me

Client Tech Supt Specialist Resume Examples & Samples

Provide assistance to peers and management in daily task and special project by attending Regional & Global conference calls whenever is needed
Drive on dispatch improvement with BPI methodology
Travels to customer sites as required for high visibility break fix issues

Client Tech Supt Specialist Resume Examples & Samples

At least 3 years working experience in customer service, IT industry would be prefer
College degree or above
Good analytical skills, logical common sense & strong communication skills
English proficiency ( CET-6)

Client Tech Supt Specialist Resume Examples & Samples

Responds to user questions and inquiries via telephone, email, web and other communication methods. Responds to calls for assistance; performs computer trouble-shooting to diagnose operating problems; analyzes computer and peripherals’ functionality; identifies, locates, resolves and repairs problems within scope of support; documents call records and results
Provides technical support and solves the basic and more advanced routine user hardware and software problems or questions including desktop computer hardware and software
Be prepare to provide assistance when needed to training or other Help Desk groups. In solving more advanced user’s problems and inquiries
Provides advanced technical support, training and assistance to Level 1 agents and staff on existing hardware and software applications; analyzes problems and implements solutions according to Department procedures; instructs users in the use of equipment, software, and manuals. Provides basic training to users as needed
Installs and configures software upgrades, file sharing and domain security protocols
Detects and corrects hardware and software errors; provides solutions to correct errors
Assists IT management and other senior IT technical staff in developing departmental and Helpdesk guidelines and operating procedures
Maintains accurate reports of malfunctions; provides referrals to supervisor when problems occur which are beyond the proficiency of the Technician; tracks the problem until it has been resolve
Maintains and updates computer systems; installs software upgrades, enhancements and revised functions; documents work performed. Assists with desktop and laptop imagining and installation as needed
Maintains database of problems and utilizes the help desk staff to research and solve problems
Will Provide privileges/rights as system administrators as needed to computers
Enters, assigns and tracks service requests in the on-line work-order system. Refers service issues to IT management team when required

Client Tech Supt Specialist Resume Examples & Samples

Assists by coordinating work to agents in the specified SLA
Supports departmental and Company objectives
Research files/documentation and gather data and provide reports
Follows instructions of superiors and advises them of difficulties or deficiencies that may prevent the timely completion of duties
Keeps constant communication with the team management
Should be able to analyze data and reports
Should be able to have meetings with the customer and explain data
Identify top applications impacting the ticket queue
Driving the efficiency and effectiveness of the Incident Management, Request Management, and Cost Control process
Documents and reviews trends over a period of time to identify any consistent patterns
Would act as an escalation point of contact
Work on ticket flow to track and drive advise for improvement
Publish, update and review Knowledge base articles

Client Tech Supt Specialist Resume Examples & Samples

The Service Desk Quality Team will follow the standard Incident escalation process when a VIP or an Area/IT Site Director contacts them to seek assistance on escalating an issue that has severe business or care impact. The Service Desk Quality Team Specialist will capture all required information under the work-log and clearly outline the reason for elevating the severity of the existing ticket. The Service Desk Quality Team Specialist will coordinate with the Queue Manager/Dell Second Level Team, as applicable, to expedite the Incident ticket for a resolution to determine if it is impacting patient care and within boundaries of our support procedures
For FSO Tickets:The Support Team has an SLA of 24 business hours to contact the End user on a Severity 4 IM ticket. Service Desk Quality Team will monitor OPAS queue for any Severity 4 IM tickets that is 12 business hours in the queue and customer contacted radio button is not selected appropriately. When such an incident is identified – the Service Desk Quality Team will inform the respective Queue Manager or the assignee individual and request them to contact the customer within the specified SLA window. The Service Desk Quality Team will also monitor IM tickets for acknowledgment and will notify the respective QM’s or assignees in case a Severity 4 IM ticket has not been acknowledged within 12 hours
The Service Desk Quality Team will monitor IM tickets and perform an analysis and appropriate follow–up action on IM tickets where assignee group counter is 3 or more. The Service Desk Quality Team will engage with the respective support teams when it identifies that a ticket is currently assigned to an incorrect queue and the customer is being passed from one team to another. This will ensure any unwarranted delays are avoided
For Non FSO (Dell) Tickets:The Service Desk Quality Team will follow up on IM tickets that are not acknowledged or customer is not contacted within 4 hours on Sev 3/Sev 4 tickets
Manage escalations by Dignity Health Senior Leadership: [Site Directors, Area Directors and above]. The Service Desk Quality Team will manage escalations coming from their supported areas. The team will manage such escalations by responding to emails in the HDQA Mailbox and/or by telephone
1 Customer Advocate role: When a certain action on a ticket itself is required the Service Desk Quality Team will engage with the customer and Assignee/Service Desk as applicable. For escalated issues, the Service Desk Quality Team will help establish a bridge between the customer and the Support Team
QA on Escalated tickets: [Monitor Miss-Directed tickets/ Improve Ticket Documentation/Scrutinize Missed FCR Opportunity] The Service Desk Quality Team will help Increase Customer Satisfaction and promote Continual Process Improvement by evaluating IM tickets created by the service desk
1 Ticket Documentation:Escalated tickets will be examined by the HDQT members on the Dignity Health documentation guidelines. A dashboard will be published with findings on a monthly basis
2 Miss-Direct Analysis:Re-Assign analysis will be performed by the HDQT associates where the assignee group counter is greater than 1. This will be used to provide inputs to the Service Desk operations in terms of Training Need Identification. The findings would be published monthly
3 Missed FCR Opportunity: Service Desk Quality Team will run a macros to identify the missed FCR opportunities. If any missed FCR opportunities are found then the team will raise a flag and provide feedback to the concerned associate or team lead
Procedure

Client Tech Supt Specialist Resume Examples & Samples

Analyze, develop, implement and support new fields, forms, queries, reports and graphs for our customers
Data normalization for new customers (Import data from external databases)
Content management
Perform maintenance for customer’s apps
Test and track new SFSC apps behavior
Track social media participation, performance and drivers
Social media trainings and development for agents

Client Tech Supt Specialist Resume Examples & Samples

Listening: Utilizing SMaC listening tools (e.g. Sprinklr) to listen to and assess different customer posts and conversations
Responder is also expected to exercise some analytical skills to identify trends and submit thru the Command Center process
Engagement: Engaging in SMaC conversations to provide Dell official response and position as well as
Outreaching to help customers in need
Resolution: Owning resolution of unresolved issues voiced by customers in SMaC. This can include personal resolution
By the Responder and/or coordinating resolution with internal Dell resolver groups. Responder is also responsible for closing the loop with customer upon resolution
Some of the day to day tasks include: Issue containment, Public Statements on SM sites, close loop with customer & Backend resolver teams, issue identification & escalation on process gaps, SME for social media interactions. This role will support all Global CSMB teams. Specialists will also participate in defining the program to allow for further global Expansion
Complexities involve working with multiple cross-functional partners between Sales, Care, and Tech to achieve resolution in complex customer situations
You are a face of Dell with broad reach. And so, strong communication skills are required
Timely identification of a potential problem with expectation that you will be able to escalate before broad Customer groups are impacted
This role requires knowledge of multiple complex tools. Tools include, but are not limited to: Dellserv, Delta, DOMS, DPS, POMS, Order broker, Fusion, SM Listening tool (i.e. Sprinklr/Radian6)
The candidate should have excellent communication skills, along with good social presence
Should be technically very sound, and knowledge about Care Process (Preferred)
Excellent customer service skills, including the ability to deal calmly, positively, and professionally in tense or elevated situations, with upset or frustrated customers
Ability to diagnose, troubleshoot, obtain results, and provide solutions for a broad range of technical problems
Project Management skills will be an added advantage
Complete knowledge of company products, systems, applications and current operating systems
5 + years related experience, with at least 2 in understanding of hardware for related systems and/or applications
Interpersonal Skills, specifically working with co-workers, customers, and management
Under graduate / Graduates in any stream. (10+2+3)
At least 4- 5 yrs of related work experience – full time