I monitor critical systems and remediate problems within a tier 1 and 2 scope. Escalate serious issues to CTOO as required. I assist customers with help requests and resolve access issues as needed. I assist with projects and visit customer locations as needed to facilitate repairs or support requests and I assist with provisioning critical infrastructure such as Microsoft 365 and other management/security tools.I also work with clients to help them build out their websites… Show more I monitor critical systems and remediate problems within a tier 1 and 2 scope. Escalate serious issues to CTOO as required. I assist customers with help requests and resolve access issues as needed. I assist with projects and visit customer locations as needed to facilitate repairs or support requests and I assist with provisioning critical infrastructure such as Microsoft 365 and other management/security tools.I also work with clients to help them build out their websites using WordPress, CSS, JavaScript and other web technologies to their specifications. Show less

As a Tier 2 Technical Representative, I:- Often served as the primary contact when Tier 1 wasn't available.- Addressed escalated technical concerns from Tier 1 related to internet, phone, and television service.- Troubleshot complex issues, ensuring effective resolutions.- Guided customers through installation, configuration, and setup processes.- Maintained detailed records of all customer interactions.- Offered guidance and documentation to both customers and… Show more As a Tier 2 Technical Representative, I:- Often served as the primary contact when Tier 1 wasn't available.- Addressed escalated technical concerns from Tier 1 related to internet, phone, and television service.- Troubleshot complex issues, ensuring effective resolutions.- Guided customers through installation, configuration, and setup processes.- Maintained detailed records of all customer interactions.- Offered guidance and documentation to both customers and internal teammates.- Suggested product improvements based on customer feedback.- Consistently aimed to meet and exceed KPIs related to customer satisfaction, response time, and problem resolution. Show less

I provided insightful advice and friendly, hands-on technical supportto Apple customers. I quickly diagnosed product issues on the spot, explaining situationswith patience and empathy. After determining whether repairs can be done or a replacement isneeded, I offered solutions to quickly get users up and running again. Even if jugglingmore than one customer, I stayed conscious of their time demands as well as my own. Ifulfilled Apple's service commitment with style, speed… Show more I provided insightful advice and friendly, hands-on technical supportto Apple customers. I quickly diagnosed product issues on the spot, explaining situationswith patience and empathy. After determining whether repairs can be done or a replacement isneeded, I offered solutions to quickly get users up and running again. Even if jugglingmore than one customer, I stayed conscious of their time demands as well as my own. Ifulfilled Apple's service commitment with style, speed, and skill. Show less

- Received incoming calls- Determined eligibility for vaccination based on pre-established criteria- Booked appointments for clients as directed- Escalated calls as required by Telehealth processes when needed- Demonstrated continuous quality improvement principles by serving callers in a respectful, courteous, confidential, and caring manner- Provided service in a manner consistent with EMC Confidentiality policy

- Provided phone and face-to-face technical support for Dalhousie Wi-Fi- Interacted with customers to provide and process information in response to inquiries, concerns and requests about products and services- Diagnosed and resolved technical and software issues while following standard processes and procedures- Recorded confidential customer information accurately within customer database- Processed service moves, adds, changes, and disconnects for Eastlink internet Cable… Show more - Provided phone and face-to-face technical support for Dalhousie Wi-Fi- Interacted with customers to provide and process information in response to inquiries, concerns and requests about products and services- Diagnosed and resolved technical and software issues while following standard processes and procedures- Recorded confidential customer information accurately within customer database- Processed service moves, adds, changes, and disconnects for Eastlink internet Cable resellers- Maintained professional communication with customers and team members while using cross-functional company resources and tools- Communicated and collaborated with a staff of over 200 in the sales and operations teams to resolve customer requests and concerns Interacted with potential and existing customers to facilitate excellent sales solutions in support of business objectives Show less

- Supported end users during troubleshooting activities, interacting directly with operating systems, hardware, and software to provide updates and patches-Maintained up-to-date knowledge of technology innovations and trends, demonstrating strong analytical and problem-solving skills-Developed training manuals and troubleshooting procedures to assist support personnel and end users in interacting properly with hardware and software- Communicated clearly and effectively with… Show more - Supported end users during troubleshooting activities, interacting directly with operating systems, hardware, and software to provide updates and patches-Maintained up-to-date knowledge of technology innovations and trends, demonstrating strong analytical and problem-solving skills-Developed training manuals and troubleshooting procedures to assist support personnel and end users in interacting properly with hardware and software- Communicated clearly and effectively with customers, colleagues, and management to quickly resolve issues and ensure customer satisfaction- Maintained detailed records of customer interactions and installation activities, reporting any issues, and completing solutions and further actions required- Provided technical and customer support for various high-profile companies and customers across North America and Europe Show less