Technical Service Specialist
• Act as a liaison between the help desk and other technical organizations.• Troubleshoot LAN/WAN connections, printer connectivity, and configuration.• Alert via email when a major problem is suspected.• Deliver functionality support for Client Link, a customer relationship management tool across multiple lines of business.• Impart guidance and training to less experienced staff.• Facilitation of meetings and document and communicate meeting recaps to team.• Wrote incentive program for help desk.• First call resolution rate at 90%.• Awarded multiple times for superior customer service.• Familiar with mobile devices such as Blackberry, iPhone and iPads.• Understands BCP, quality, security, and compliance requirements for supported areas.• Collect information to update internal knowledgebase.• Communicate changes of internal processes to help desk.• Monitor and evaluate the quality of customer calls requiring technical and/or business specific knowledge.• Provide information and assists in the feedback and formal education process of other employees.• Technical phone support for 10,000+ users.• Routine training and technical assistance at the desktop level.• Assisted field technicians in deployment of new computer systems.• Responded to telephone inquiries concerning support, processing or request procedures, and systems status and network connectivity.• Recorded inquires, repair and service requests, resolves or directs requests to appropriate technical area or vendor.• Tracks the status of all requests and follows up to ensure client satisfaction.
