Thato - Account Care & Technical Support Specialist at LEXISNEXIS

Extensive experience in troubleshooting hardware, software, and network issues across diverse environments.

Proven ability to deliver high-quality support to enterprise and end-user clients, ensuring satisfaction.

Proficient in configuring and maintaining DNS, DHCP, VPN, and TCP/IP networks.

Skilled in managing user accounts, permissions, and cloud-based applications for organizational efficiency.

Capable of collecting and analyzing client needs to tailor technical solutions effectively.

Delivered technical and account support to enterprise, executive, and commercial clients.. Provided dedicated support to executive and strategic enterprise clients, resolving account and technical issues while collaborating with internal stakeholders and Account Managers.. Diagnosed and resolved software, authentication, VPN, SSO, networking, and account access issues.. Utilized ServiceNow, Spectrum, AgentWeb, GCRM, CX-One, Microsoft Access, DMF, and LexisNexis systems.. Conducted remote troubleshooting sessions using Zoom.. Supported CaseMap users by resolving software and file-related issues.. Managed 15–30+ customer interactions daily across calls, email, and escalations.. Maintained strong First Contact Resolution performance.. Supported business-critical legal research and practice management solutions.

Delivered remote technical support for software and system-related issues.. Diagnosed operating system, application, connectivity, and performance incidents.. Guided customers through troubleshooting and solution implementation.. Escalated hardware issues to in-store technical teams.. Maintained service levels and customer satisfaction standards.

Built and configured desktop workstations and operating systems.. Administered user accounts and permissions through Active Directory.. Installed, configured, and supported Microsoft Office 365 applications.. Diagnosed desktop, software, printer, and connectivity issues.. Assisted with onboarding and workstation deployment activities.

Provided first-line technical support to customers.. Resolved software, hardware, and connectivity issues.. Escalated complex incidents where required.. Maintained accurate support documentation.

Assisted customers with Fibre, ADSL, and mobile troubleshooting.. Resolved billing and account-related enquiries.. Provided technical guidance and support to end users.. Maintained service standards and customer satisfaction.