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.• Maintained up-to-date knowledge of current industry trends and technological advancements.• Coached team members on communication techniques when handling difficult customer inquiries.

• 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.