Provide professional assistance to clients in answering inquiries, and interpreting resource catalogs via telephone•Troubleshoot and repair Topcon products in house and at the customer’s site•Provide remote assistance via internet connection or phone•Provide technical and clinical support to customers, distributors and employees•Work under minimal supervision•Complete issues escalated by support team (Open/track RMA's for repair.)

Provide professional assistance to clients in answering inquiries, and interpreting resource catalogs via telephone•Troubleshoot and repair Topcon products in house and at the customer’s site•Provide remote assistance via internet connection or phone•Provide technical and clinical support to customers, distributors and employees•Work under minimal supervision•Complete issues escalated by support team (Open/track RMA's for repair.)

Installed and maintained computer operating systems hardware and software packages.Provided technical assistance and resources on a regular basisVerified fresh hardware and software for compatibility with company systemsUpheld Technology Procedure in coordination with information technology teamMaintained and updated Windows/Mac operating system monitoring platforms and network infrastructureFurnished technical assistance with VoIP system maintenance

Routinely exceed call-handling goals, closing an average of 60 calls daily (25% above quota) with a 75% first-callresolution ratio and an average talk-time of 5.5 minutes -- well below 7-minute goal.∙ Diagnose, troubleshoot and resolve a range of software, hardware and connectivity issues. Excel in asking probingquestions and researching, analyzing and rectifying problems.∙ Partnered with Tier II and Tier III help desk peers based in the US, India and Brazil to resolve complex problems thatrequired escalation. Provided detailed descriptions of issues in trouble ticket system and followed up diligently toensure swift resolutions.∙ Received "outstanding" ratings on performance reviews each year, with top marks in teamwork, customer service,communication skills and technical problem-solving.

Employed • Managed/supervised a staff of five (5) repair technician with a business volume exceeding $35K a month • Developed, implemented, and managed new departmental policies and procedures that significantly expedited check-in, repair procedures and client invoicing • Designed and executed new marketing strategies to successfully increase monthly repair traffic.• Managed, trained, and motivated all technical and sales employees to meet aggressive company sales targets and quotes • Expand new client relationships and existing customer relationships while providing service to clients • Evaluated damages and instructed clients about estimated costs, offering alternatives when available • Maintained inventory of existing supplies and spare parts; Ordered necessary parts from approved suppliers • Repaired devices manufactured by Apple, LG, HTC, Huawei and Devices • Replaced circuit boards, RAM memory, buttons, screens, and keyboards for cell phones and tablets • Performed on-site repair and preventive maintenance on personal computers and related peripherals..• Diagnosed and repaired hardware problems troubleshoot technical problems, and installed software applications.

Inspired team members to perform and meet daily quota numbers • Taught and trained technicians new repair methods and updated work process • Determined the duties and responsibilities of each team member to meet company's production goals, including helping other departments • Analyzed the individual performance of each team member and motivated them to perform even better.Reported any problem or fault in the project to supervisor and helping supervisor with new idea to make more production.Running unit's parts hold report, collecting Beyond Repair unit, locating units and elevate aged unit in repair, run weekly department performance report.Make decision when supervisor is absent, maintain 5's in department • Create and maintain internal case databases, run searches on internal and external document databases and systems, collect relevant information from a variety of resources • Anticipated and met operational needs through tracking and resolving IT and other issues for management,

Responded to requests for technical assistance in person via phone and remotely for the following technologies: Windows and Mac OS based endpoints (Laptops Desktops & Thin Clients) Tablets & Smartphones (IOS & Android) and Microsoft Office • Assisted the Help Desk Manager in supervision training and mentorship of student employees at the Help Desk with a specific focus on leading the team of Desktop Support Referral student employees who also contribute to tier 2 ticket resolution • Continually updated personal knowledge of computing hardware operating systems and software • Maintained confidentiality and discretion when working with password encrypted or sensitive materials