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Carlo
Remote tech support agent
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Competencies
Provided technical assistance for office applications, mobile devices, and software services.
Led and trained support teams, monitored KPIs, and guided process improvements.
Delivered white glove support focused on first-call resolution and customer satisfaction.
Reviewed metrics, set SLAs, created action plans, and optimized workflows.
Demonstrated dedication, empathy, collaboration, and a proactive approach in support roles.
Education
Summary
Experienced technical support specialist with over 15 years in customer service, team leadership, and troubleshooting for software and mobile devices, committed to delivering high-quality support and exceeding KPIs.
Key Achievements
- Led team in BlackBerry BES solutions training and performance management at Teleperformance CR.
- Provided technical support and maintained KPIs, SLAs, and knowledge base articles at Theitsupportcenter.net.
- Gained extensive experience in troubleshooting desktop applications, Microsoft Office 365, and cloud services.
Experience
IT Customer Support
Provide Technical Support to End users and CO -Workers, Review case details, procedures and escalations, as a Senior Team Member, also feed and create Knowledge base articles, Review KPIs with clients and define SLAs, new processes and updates
BlackBerry BES / Team Lead Supervisor
Guide and train agents about BlackBerry Enterprise Solutions, Follow Processes and Procedures, Provide one-on-one coaching and feedback to agents, Monitor and develop action plans to achieve KPIs and create action plans, Meet with clients to review metrics, update and distribute KBAs, attend meetings, attend to client meetings and QA calibration.