• Handled daily heavy flow of cases and cooperated with the management team to determine the best suited engineer for the task.• Optimized routing and assignment of new incoming cases to ensure SLA agreements are met.• Managed user schedules and maintained accurate schedules and exceptions on Company Workforce Management portal.• Maintain and manage a positive work environment by interacting in a professional and polite manner with engineers, team leads, and managers.• Makes suggestions and recommendations to Supervisors and Managers in an effort to continually improve customer service operations.

- Demonstrated professionalism and courtesy with customers while working to resolve complaints, problems or respond to questions.- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.- Maintained accurate and current customer account data with manual forms processing and digital information updates.- Resolved 30+ incoming calls from residential customers on Network Knowledge and hardware issues.

- Broke down and evaluated user problems using test scripts, personal expertise and probing questions.- Described hardware and software solutions to customers to assist in problem solution.- Removed and replaced over 50+ malfunctioning components to correct hardware problems.- Patched software and installed new versions to eliminate security problems and protect data.

- Analyzed hardware and software issues to identify troubleshooting methods needed for quick remediation.- Collaborated with vendors to locate replacement components and resolve advanced problems.- Explained technical information in clear terms to non-technical individuals to promote better understanding.- Enthusiastically participated in Technology job-related training to enhance skills and extend expertise in Networking technology.