Kristopher Staley Email & Phone Number

Costa Rica

Experian

San José, Costa Rica

Prepared and present agent statistic reports reviews.Monitored agent schedule adherence ACD state adherence and productivity Respond to end users request and issues via E-Mail, Voicemail, and incoming phone calls.Tracked ongoing issues using proprietary request tracking software.Coordinated projects with Telephony and desktop services teams. Headed of Training , Service Desk Account Produced training presentations, documents and learning aides for team. Trained service desk agents in ticket handling processes and case documentation. Diagnoses and resolves problems of customer reported incidents Installing, configuring, and troubleshooting, customer software and hardware Enter all trouble calls into an automated call tracking system (Remedy).Serves as a liaison to other IT services and Decennial operations Maintain a comprehensive knowledge base of known problems and their resolutions Research, evaluate, and provide feedback on problematic trends and patterns Develop standard operating procedures (SOP) and accompanying knowledgebase articles Develop/enhance customer service performance requirements Ensure the rigorous application of information security/information assurance policies and practices Analyze/recommend/implement systems and processes such as voice recording systems, logging, and tracking systems Ensure compliance with appropriate service level agreements Monitor the mail-in databases, forward mail as appropriate, and enter reported problems into the Remedy tracking system.Attends training sessions, workshops and/or conferences as either a participant or a presenter.Attends meetings and provide detailed minutes regarding various aspects of new or existing systems, serving as an expert user.Follows procedures for imaging equipment, assemble equipment and field kits for Decennial test Process entrance tickets and follow procedures for creating new accounts Process exit tickets and following procedures for exiting staff.

San José, Costa Rica

Provide technical support to a demanding internal audience in a challenging IT environment, ensuring outstanding customer journey experience and continuously improving IT Support services. Provided premium IT support to colleagues and resolve complex technical problems with timely and effective solutions by leveraging our phone, email and chat channels.As part of my role, I collaborated with other internal IT support and development teams on a daily basis and continuously contribute to the creation, documentation and improvement of knowledge as issues/solutions arise.As well hade exposure to our technical labs and help developers testing the newest releases in technology and hardware.I thrived in a collaborative work environment and take responsibility to handle problems through to completion, thus forming a trusted relationship. As well, resolved problems and take every opportunity to learn and expand my technical knowledge.

Heredia, Costa Rica

• I was part of the Network Printer team in which via tickets we take care and solution any issue related to network printers globally for Pfizer.• Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.• Diagnosed and resolved user system functionality issues to enable completion of desired operations.• Identified system hardware, network infrastructure and connectivity issues that prevented execution of user-initiated tasks.• Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.• Collaborated with vendors to locate replacement components and resolve advanced problems.• Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.

Heredia, Costa Rica

• Responsible in providing technical support of desktops, laptops, and software custom or off the shelf software using channels such as telephone, email, chat and web tickets.• Answers questions about installation, operation, configuration, customization, and usage of assigned products.• Responsible for following defined policies & procedures (e.g verifies warranty entitlement, etc.) Applies diagnostic techniques to identify problems, investigate causes and recommend solutions to correct failures.• Documents problems in the support solution database for diagnostics and solution implementation.• Resolved common user concerns by utilizing preset issue resolution scripts.• Engaged in user support interactions via telephone, chat and email platforms.• Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions.• Answered customer telephone calls promptly to avoid on-hold wait times.• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.