• Consistently provide the highest level and balance of professionalism, friendliness and technical expertise to ensure that every customer left the call knowing that either their issue was resolved or that it will be resolved quickly.• Resolve technical issues both in and out of scope for Windows, Mac, and iOS devices. Specializing in taking over the most difficult issues from other Tier 2 advisors and solving these.• Providing both technical guidance and support to other Tier 2 advisors on the floor. I became a knowledge source to help lessen the number of escalations being sent to Site Support Engineering, thereby dropping the ETA of resolutions dramatically.• Accept consults from technical advisors to provide resolutions and guide advisors to confidently resolve issues with customers.• Make decisions on behalf of the client that weighs the benefits for customers against the detriment to the client and position these decisions to customers to ensure understanding and in a way that still results in a positive outcome.• Provide peer feedback for advisors and identify opportunities to improve on future calls and issues to result in further customer satisfaction.

• Train new staff and supervisors to ensure they can meet required metrics whilst adapting effectively for customers to create a positive experience every visit.• Effectively handle negative customer experiences and ensuring staff are coached to ensure the negatives are avoided in future.• Adapt to the needs of the business around peak periods typically seen around public holidays and make sure enough staff are on call for the expected customer volume.• Work with support staff internally and external to the business to ensure all procedures and laws are abided by.• Handle stressful situations and unforeseen circumstances in a calm and effective manner to maintain positive experiences for customers and fellow employees.

•Create multimedia applications and deploy these into a walled network environment.• Perform regular scheduled maintenance on workstations and internal networks.• Prioritize Help Desk tickets and delegate to employees with the appropriate skillset.• Resolve unexpected issues as they arise with the network and workstations in a calm and confident manner.