•Answer and resolve technical issues through mostly calls and via chat and web portal at a large corporate Service Desk, efficiently and professionally, in a high volume call center environment that operates 24x7x365.•Diagnose hardware, software, printing, and network connectivity issues including LAN, WAN, and VPN access in a Windows 10 environment, offering a variety of level 1 to 2 solutions over the phone, via chat or email. Using remote control tools to assist customers when needed.•Assist end users with their endpoint devices, Contact Center solutions applications, Collaboration application such as WebEx and Jabber.•Troubleshoot corporate applications (MS Office Suite, Tableau, Rightfax, Enterprise supported browsers, Java Plug-ins etc.) with the use of a Knowledge Base and assign issues to the appropriate support group as needed.•Proficiently manage the resolution of inbound technical contacts; balancing customer service, providing support, and issue resolution with the constraints of a call handle time goal.•Effectively translate complex, technical concepts into easy to understand language to assist non-technically oriented customers.•Demonstrate a highly developed sense of integrity and commitment to customer satisfaction.•Accurately, quickly, and efficiently typing record all interactions with customers in an incident management tracking tool.•Adhere to policies and procedures regarding the safeguarding of protected information, such as personal health information (PHI/PII) and access to corporate systems.•Escalate high priority, high impact issues to the internal support teams.•Adhere to a strongly regimented schedule (start/end times, lunches, breaks, non-production time, etc.).•Meet or exceed statistical metrics regarding; ticket and contact quality, first call resolution, schedule adherence, and call handle time.•Anticipates customer needs and proactively identifies solutions.

Video (TrueView Performance / Video Remarketing / YouTube Analytics / Brand Lift Study /3PAS)Queue Manager POC for EMEA ShiftEmployee Engagement Champ (Video) / Building Evacuation Team (EMEA)Support Account Managers/ Customers with their advertising technical issues resolution on email/chat/phone/VC channels Provides prompt and efficient service to Customers and Account Managers including appropriate escalation of customer's issuesTroubleshoot and resolve issues related to Google Ads. This includes technical troubleshooting of issues related to GA Integrations, Billing, Implementation, Customization of the code, Account Setup, Mobile related issue etcYour knowledge of online media combined with your communication skills and analytical abilities shapes how new and existing businesses grow.Maintains acceptable performance metrics such as customer satisfaction, quality, productivity, first contact resolution, speed of response and attendanceMaintains a positive and professional demeanor always portraying the company in a positive light and effectively managing sensitive issuesDemonstrates excellent time-management skills and the ability to work independently: using resources, policies and procedures effectively to solve customer issuesContributes to a positive team environment and proactively aids team members with difficult contacts as neededPartner effectively with second level escalation teams to solve customer cases that demand specialist attention and care.Proactively develop innovative ideas to drive process, product and support improvements. Collaborate with Specialists and Product team members on new feature development.

• Understanding of Google AdWords, Google Analytics, YouTube Analytics product knowledge and ability to understand technical concepts.• Experience in troubleshooting online tag, and improving campaign performance.• Develop and maintain relationships with clients, technology partners, agencies and creative shops.•  Assist with execution including launching, monitoring, analyzing and communicating effective and ineffective areas of a campaign.• Work effectively with a variety of internal teams, including Sales, Engineering, Product Management, and other Client Services teams.• Expand personal and team knowledge of new and upcoming products, such as mobile and dynamic ads.• Effectively maintain client expectations and meet key deadlines.

Home-based ESL Teacher part time

• A highly skilled, seasoned professional, the Technical Helpdesk Analyst applies a broad, working knowledge of information technology products and services to more complex assignments and assists less experienced staff in the application of technical concepts, practices and procedures.• Works under minimal supervision to provide prompt and professional Help Desk service through quick processing and prioritization of a variety of problems.• Competent to work on fairly complex assignments (and/or portions of large, more complex efforts) and perform a full range of technical helpdesk support.• May provide occasional functional and technical guidance to less experienced staff.• The incumbent oversees and coordinates with quick-response customer support team and interfaces with clients (over the phone) to troubleshoot, analyze and diagnose more complex issues and engage appropriate technical resources to resolve client issues.

Responsible for providing technical assistance and support related to computer systems, hardware, or software. Responds to queries, runs diagnostic programs, isolates problem, and determines and implements solution.Provide technical assistance/support for incoming queries and issues related to computer systems, software, and hardware.*Diagnose and fix software problems.*Respond to queries either in e-mail, chat or over the phone.*Install/configure various software on the Windows platforms.

- Quickly and accurately perform clean-up and optimization activities on customer’s PC to improve speed or to remove malware or viruses- Handle multiple clean-up sessions simultaneously- Take control of the customer’s PC using a remote desktop tool- Scan and search PC to identify any software issuesExtended Roles:- POC for Case Management- QA for Transition Queue batch 19- QA Mentorship Program October 13 - November 21, 2013- Key Employee Engagement Program Rep for Tech Support- Sales Coach Mentorship Program December 2010 - February 2011- UAT Tester for Delta Siebel July 2011, May-June 2012, July -August 2012

Home Networking Solutions for a US-based Internet Service Provider. Also assists customers in e-mail account configuration.

Software and Hardware troubleshooting for Toshiba laptops

Level 2 Technical Support Agent for E-mail Chat and Voice