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Technical Support Specialist with 5+ years in IT and Customer Service
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Competencies
Troubleshot LAN/WAN issues, managed IP protocols, and supported network designs in professional environments.
Resolved issues related to cameras, security panels, and end-user devices across various support roles.
Delivered support via multiple channels, building client trust and executing retention and upselling strategies.
Provided technical assistance for Windows and macOS platforms in support and troubleshooting tasks.
Supported infrastructure planning and contributed to network design efforts for improved connectivity.
Education
Languages
Summary
Experienced in troubleshooting networking and hardware issues, network design, and delivering high-quality customer support. Skilled in client relationship management, retention, and upselling, with a focus on improving system functionality and client satisfaction.
Key Achievements
- Provided technical support for networking, security systems, and data storage, ensuring quick issue resolution.
- Contributed to network design and infrastructure planning at Movate, supporting overall system optimization.
- Enhanced customer satisfaction through tailored solutions and effective retention strategies at Teleperformance and SSG.
Experience
Technical Support Agent L1
Delivered technical support for networking and data storage systems via email, chat, and phone., Troubleshot and resolved technical issues in a timely manner, escalating complex cases to higher-level teams when necessary., Assisted in network design tasks, contributing to infrastructure planning...
Technical Support and Retention Agent
Provided technical support to customers by troubleshooting and resolving service-related issues., Assisted clients in optimizing their service plans, offering tailored solutions to meet needs and improve satisfaction., Delivered retention-focused customer service, presenting upgraded plans and...
Sales and Retention Agent
Analyzed customer needs and provided personalized service options to strengthen long-term relationships., Supported both customer retention and acquisition efforts, ensuring business growth.