• Collaborated with vendors to locate replacement components and resolve advanced problems.• Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.• Provided feedback to product development and engineering teams on customer needs and issues for enhancements.• Deployed software and hardware updates and patches to increase speed and performance.• Monitored systems in operation and quickly troubleshot errors.• Communicated with clients to verify roots and causes of computer problems.• Troubleshot hardware, software and network issues to identify and rectify discrepancies.• Connected to computer of client using remote link to install new programs and applications.• Installed anti-malware to protect software from virus and cyber attacks.• Installed and maintained hardware and computer peripherals to enhance and upgrade performance.• Tracked and documented customer interactions in customer relationship management system to maintain accurate records.• Managed over 30 calls a day on technical issues. Resolving over 95% of issues.• Troubleshoot mobile devices as well as modems, routers, and connected devices.• Adhered to service level.

• Retains customers by probing for current level of satisfaction and identifying reasons for request to disconnect where applicable• Effectively works to build consultative relationship with the customer to create understanding and resolve all issues• Sets clear expectations by providing accurate information transparent communication• Tracked computer equipment, peripherals and network servers via master documentation in Excel.• Recorded and maintained relevant notes for each client and work order.• Resolves customer complaints/concerns through active listening, empathy, professionalism, and problem solving• Sets clear expectations by providing accurate information and transparent communication• Tools and systems with ease (billing systems, knowledge base, technical tools, etc.)• Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.• Improves customer satisfaction and maximize sales and retention opportunities using up-to-date knowledge of competitive environment, products, and services• Based on customers wants and needs, acts as product consultant; articulating appropriate product solutions, features and benefits• Acts as a competitive expert to compare the benefits of Xfinity over the alternative solutions• Multitasks between multiple tools and systems (knowledge base, team• Demonstrates awareness of company policies and procedures• Suggested software and hardware modifications to reduce lag time and improve overall speed.• Educates and promotes self-service options• Offered troubleshooting of connectivity issues across networks such as Wi-Fi, cellular, and coaxial cable.• Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.• Handled over 100 calls resolving over 95% issues.• Troubleshoot mobile devices as well as modems routers and connected devices.

• Effectively controlled the release of proprietary and confidential information for general client lists• Completed all Provider renewals including instructor applications, course renewals, fees owed, reinstatements, course approvals, and provider approvals• Reviewed and provided comments on the adequacy of documents and took necessary steps to cure any defects• Provided accurate and appropriate information in response to client inquiries• Made inbound and outbound calls to clients and other departments• Obtained my interim security clearance for the IRS• Prepared correspondence, accounting and financial documents for analysis• Processed company checks and credit cards• Created daily check reports• Received an average score of 96% for my overall performance with quality assurance.

• Compiled statistical information for special reports• Verified that information in the computer system was up-to-date and accurate• Successfully established effective systems for record retention by creating database for daily correspondence tracking• Stowed or put away customer orders in bins that were sent to outbound associates to pick• Indirect roles such as Ambassador where I was considered an expert in my department and trained new hires and re-train current employees

• Fueled planes, constructed fuel farms, led Marines, provided security; keeping account of personnel and gear and recording these numbers written or electronically• Verified and logged in deadlines for responding to daily inquiries• Compiled statistical information for special reports• Promoted from E-1 to E-4.