Nathan Angeles Email & Phone Number

Woodbridge, Ontario, Canada

Toronto, Ontario, Canada

Toronto, Ontario, Canada

Toronto, Ontario, Canada

Toronto, Ontario, Canada

Toronto, Ontario, Canada

• Resolves issues reported over the phone or via email from Home Office, Regional Office and theatre users• Monitor systems to ensure theatres are fully operational• Performs first level of support and liaise Computer Operations for network issuesEnvironment:Windows 2003 and 2008, SQL Server 2003 and 2008, CRM Dynamics, VNC, Remote Desktop, Vista POS System

A Team Lead is responsible for supervising, coaching, training and motivating a team of associates in a manner that will meet/exceed client expectations.Responsible for assembling Subject Matter Expert team and overseeing their performanceManaged groups of 12-15 agents to rank as a Top 3 team of the department consistentlyIdentified process gaps and supplied updated information or recommended workarounds to facilitate process improvementExcellent communications skills, verbal and written, were integral to resolving customer problems professionally and addressing agent conduct/performanceUtilized monitoring applications to identify trends in agent behaviour and call volumeApplied self-motivation and resourcefulness supporting a 24/7/365 departmentI demonstrated strong organizational skills and time management successfully balancing demands of customers and agents with company guidelines and special projects.

Provided customers with dedicated phone support ranging from billing and shipping inquiries to technical support issues.Promoted quickly to Subject Matter Expert (SME) mentoring new hires and tenured agents in all aspects of their performanceProactive in supplementing available resources or updating guidelinesAssigned to Quality Assurance Analyst position monitoring Level 2 Technical SupportAccurately documented concise history of troubleshooting as per guidelines for future follow-up or issue escalationGreat patience for liaising between departments/3rd party support and instructing customers in the use of equipment and softwareI gained valuable experience in dealing with different customer types that translated well into a Team Lead role managing agents of varying personalities and diverse backgrounds.

Work diligently to retain customers and resell the service.Remained productive while handling irate/emotional customers with professionalismDedication and attention to detail was invaluable ensuring first call resolutionFamiliarity with US customer base and processes allowed me to become a SME immediately for Technical Support and directly contributed to that department's successful expansion.

I provided technical support for Epson's consumer products in an inbound call centre.Provided phone support on Epson consumer products and POS printersDiscovered an affinity for customer service and a desire to pursue it in a position offering greater challenges with increased independence.

Provided on-site PBX support to businesses all over the GTA.Oversaw the PBX installation for company's new branch office in St. Laurent, QCParticipated in successful execution of office-wide PBX system installations/upgradesApplied knowledge of voice and data cabling, electrical wiring practices and the CSA's Canadian Electrical CodeTroubleshot phone switches on software, hardware and user levelsFlexibility and adaptability were vital to remain effective in daily service and maintenance issues.Computer and Equipment KnowledgePractical knowledge of PC hardware, networking concepts and troubleshootingFamiliar with several operating systems: Windows 3.1/9x/NT/2000/XP/Vista, Mac OS 9/XComfortable in the use of MS Office applications and AutoCAD 2005PBX knowledge includes: Avaya (Partner systems) and Mitel (SX-200 ML/EL switches)

Diploma, Honours Electronics Engineering Technology, •Computer Networks Engineering Technology

Activities and Societies: Valedictorian

Education record