Enhanced Wireless Technical Support Team Lead/Coach
Assisted Corporate/Business Liable customers with set up and installation of software applications and products for their everyday business needs on their wireless devices, including smart phones, tablets, laptops, desktop computers, as well Data Link, Static IP and telemetry devices for machine to machine communications.• Provided technical support for all wireless devices, tablets, laptops, and desktop computers through one call resolution• Determined best resolutions for issues related to device software, hardware defects or user errors• Maintained records of successful outcomes and specific device software/hardware issues though call tracking systems• Used CTMS ticketing system to report network or software related issues when all troubleshooting steps had been exhausted. Customer follow up to ensure satisfactory resolution• Troubleshoot email issues on the IMAP/POP and SMTP servers.Help Desk Support Analyst• Reviewed Network Tickets for quality, reporting and dispatched to appropriate field fix agent.• Handled escalated calls associated with customers not satisfied with service.• Determined the appropriate resolution once the issue had been investigated, documented the ticket system in easy-to-understands terms and followed up with the customer• Served as the Subject Matter Expert (SME) to the Technical Support Department to ensure that appropriate troubleshooting processes were being followed and tickets were created when appropriate• Generated reports for management when incorrect processes were being followed and invalid tickets were being created• Developed new tools and processes for faster resolutions and improved customer satisfaction• Worked Service Desk tickets generated by internal employees for failed processes and errors in our customer billing system• Microsoft outlook configuration, backup, troubleshooting• Installed, configured, and maintained the functionality of client desktops and laptops running Windows Operating Systems
