Job Description is confidential

• Administered support on Sykes Account Operations in Canada and North America using Linux Environment, Cisco VPN, Active Directory, and Remote Desktop.• Administered IT support and troubleshooting via phone in queries.• Generated operator team documentation, procedures, and technical assistance.• Catered support in areas of Microsoft Windows Severs, Windows XP, Vista, 7, Office 2003, 2007 and 2010. Networking, E-mail Configuration, management reporting, maintenance documentation related to installation, configuration, troubleshooting of systems and tools.• Pro-actively monitors and reports all critical outages in a timely manner and operations are well informed.• Generates monthly reports and analysis of calls and emails coming in the center.• Pro-actively performs admin task when necesary.

• Supported critical customers in troubleshooting and isolation high-level issues.• Accommodated and trained third-level agents on escalations and inquiries.• Handed Over access on third level agents that will be on shift.• Prepared escalation reports, documentation and analysis to respective team managers.• Hand over proper feedback to third level agents by coursing the information on the respective team managers.• Administered the issues to higher level if it requires further isolation.• Pro-actively performed admin task when required.

• Supported End-point customers up to high class Professionals and CEO's, businesses, and military bases in troubleshooting and isolation of Desktop/Laptop/AIO VAIO Computers.• Coordinates with different departments for parts replacement, inquiries, and escalations.• Troubleshoots and Isolates in Basic LAN networking, broadband, hardware, and software related issues.• Generated documentations and reports of every in-bound call that are coming in.• Served the highest level of customer service and technical skills.• Administered escalations to the fifth level if requires further isolation.

• Supported Small and Large Businesses, Engineers and CISCO Clients in troubleshooting, isolation and 24/7 maintenance of T1 Networks.• Produced Diagnosis, Testing, Configuration of routers, hubs, switches.• Caterred In-bound calls for down circuits for assistance and ticket generation. Also provide hourly calls for down state circuits.• Request escalation on the Senior Professionals if requires further isolation.

• Supported in-bound calls from account operations in all levels related to technical issues related to network/broadband services and document issues every transaction.• Served high level of customer service and technical skills.• Administered an escalation on the next level of support if requires further isolation.