• Manage large amounts of tickets, or cases via phone, emails or chat.• Deliver service and support to end-users using and operating automated call distribution phone software, via remote connection or over the Internet.• Escalate issues and provide updates to stakeholders for desktop and application tickets• Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services.• Gather customer’s information and determine the issue by evaluating and analyzing the symptoms.• Research required information using available resources.• Provide accurate, valid and complete information by using the right methods/tools.• Handle complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution. Identify and escalate priority issues per Client specifications.• Redirect problems to appropriate resource.• Accurately process and record call transactions using a computer and designated tracking software; CRM tools and systems.• Offer alternative solutions that are appropriate with the objective of retaining customers, and clients’ business.• Organize ideas and communicate oral messages appropriate to listeners and situations.• Keep records of customer interactions, process customer accounts and file documents.• Stay current with system information, changes and updates.• Take the extra mile to engage customers.

•Verified and kept records on incoming and outgoing shipments and prepared items for shipment.•Loaded and unloaded cargo, recorded amount and type of cargo being delivered and took orders for new deliveries.•Ensured shipments and inventory and transactions accuracy. Interfaced with customers to answered questions and solved problems.•Maintained items records, documented necessary information and utilized reports to project warehouse status.•Achieved high levels of customer satisfaction through excellence in receiving, identifying, dispatching and assuring quality of goods.•Establish and maintain rapport with current commercial customers, always remaining aware of, and addressing their needs.

• Escalated issues and provide updates to stakeholders for desktop and application tickets.•Managed incoming calls, and handled requests for information.•Research, diagnose, troubleshoot and identify solutions to resolve customer issues.•Prepared correspondence and documents and processed incoming/outgoing mail.•Gathered statistical information about clients and purchases and created reports for owner.•Provided effective and timely resolution of a range of customer support inquiries.

•Responded to phone calls, emails, and chat request.•Conferred with end users (customers) to analyze hardware/software requirements. Selected appropriate hardware/software to fulfill requirements and customize to suit customer's needs.•Linux •Offered IT services for Web applications, company software, and local district applications.•Provided IT support via local and remote video conferences.•Ran routine preventative phone troubleshooting and configuration.•Strived for one-call resolution of customer issues.•HTML support assistance team member