Robert Linn Email & Phone Number

Buckley, Wa, Us

Buckley, Washington, United States

Redmond, Washington, United States

Redmond, Wa

Greater Seattle Area

Bellevue, Wa

Help desk and technical support for clients utilizing online fax systems.Responsibilities: Answering and responding to calls and emails tickets regarding technical support, sales, billing, and number porting.o Maintaining high level of service for customers.o Opening/Escalating telecommunication tickets via email and implementing solutions for customers.o Providing support resolutions and problem solutions timely manner. (within 1 hour of receipt) Providing follow up support to ensure issues have been fully resolved.o Full working knowledge of online fax systems and operations on different platforms and systems utilizing Windows OS, and Apple OS.o Investigating and researching telecommunication issueso Working remotely to setup, and configure, and perform technical support troubleshooting on client systems

Wireless Data Services – Outsourced help desk and technical support for cellular systems for multiple services providers on multiple contracts. Contract Experience:o Verizon Wireless: Tier 1-3 technical support; Tier 3 Lead Support Technician.o AT&T Wireless: Tier 2-3 technical support. o Supported Contracts: Laptop Connect Support, International Data Support, Business Data Support, Consumer Supporto Metro PCS Tier 3o Ntelos Tier 3o Option Wireless Tier 3o HTC Outbound Product ResearchResponsibilities:Inbound call center responding to calls and tickets regarding technical support issues for standard handsets, flip-phones, PDA’s, and PC Cards, and advanced data devices.o Troubleshooting voice/data connectivity issues o Configuration and setup of new devices.o Education of customers on terms of service and device functionality o Opening/escalating tickets for Network related issues and outages through internal systems.o Training and educating new representatives on job duties. o Setup and installation of software on operating systems from Windows 2000 – Windows 7. o Activation of service global support for global deviceso Bluetooth setup and utilization. o Creating new content and resolutions for issues o Researching resolutions for known issueso Creation and development for knowledge base and training documents. o Developing and creating content for Macintosh based support for Option Wireless.o Generating quality reports and tracking of agent productivity. o Managing reports of agent daily/monthly productivity statistics. o Completing outbound calls to customers who have replaced or returned their HTC device due to a hardware or technical issue.o Compiling and organizing user data.o Researching statistics, and trends of device manufacturing issues and malfunctions.

High School Diploma

Computer Systems Networking And Telecommunications