Jonathan Stefan Email & Phone Number

• Collaborated with other departments to coordinate cross-functional projects related to technical support initiatives.
• Monitored performance metrics of the technical support team to ensure quality standards were met.
• Analyzed customer feedback data to implement process improvements that increased customer satisfaction scores.
• Created and maintained detailed documentation of all technical support processes, systems, and user requests.
• Generated reports detailing key performance indicators for senior management review.
• Investigated reported problems from end users using diagnostic tools such as log files or system monitors.

• Identified and resolved complex technical problems with minimal guidance or supervision.
• Provided remote support through virtual desktop sessions or telephone calls.
• Trained other team members on new technologies or processes related to their job roles.
• Troubleshot issues on device-specific problems, network performance, and internet connectivity
• Provided troubleshooting assistance to Pro Technicians

• Provided efficient and courteous service to customers at all times.
• Maintained accurate records of customer interactions in a service management system.
• Identified, researched, and resolved technical problems related to hardware, software, networks and peripherals.
• Identified and solved technical issues with variety of diagnostic tools.

Forestdale, Massachusetts, United States

• Processed invoices, payments, and incoming and outgoing mail.
• Screened incoming telephone calls, routing to appropriate personnel.
• Provided technical support for desktop and laptop hardware, software, and peripherals.
• Troubleshot network connectivity problems utilizing tools such as ping tests and traceroute.