IT Support Engineer
EuroTechME
Total years of experience :25 years, 1 Months
•IT Support Engineer at Kinnarps Project Solutions (KPS), a client of EuroTechME. KPS is a construction company, specializing in FIT-OUT and interior designing. Web site: www.kpsworld.com/.Direct contact with more than 150 users and higher managers in resolving any software or hardware issues as well as mobile configuration. Also, assisting other GCC KPS braches in Qatar and KSA remotely.
•Installing and configuring computer hardware operating systems and applications;
•Monitoring and maintaining computer systems and networks;
•Talking to staff or clients through a series of actions, either face to face or over the telephone to help set up systems or resolve issues;
•Troubleshooting system and network problems and diagnosing and solving hardware or software faults;
•Replacing parts as required;
•Providing support, including procedural documentation and relevant reports;
•Following diagrams and written instructions to repair a fault or set up a system;
•Supporting the roll-out of new applications;
•Setting up new users' accounts and profiles and dealing with password issues;
•Responding within agreed time limits to call-outs;
•Working continuously on a task until completion (or referral to third parties, if appropriate);
•Prioritizing and managing many open cases at one time;
•Rapidly establishing a good working relationship with customers and other professionals, e.g., Top Managers, Site Managers and Project Managers;
•Supervised 15 team members in achieving company and organizational goals such as exceeding KPIs, SLAs, Sales and providing World Class Customer Satisfaction.
•We helped American and Canadian consumers with any of their technical issues such no boot issues, no POST situations, no power situations, reformat/reinstallation of any Windows Operating systems such as Windows XP, Vista, Windows 7 and Windows 8. We also specializes in virus removal, malware removal, connectivity problems such as wireless and wired as well as network configurations, printers and peripherals such as projectors and more.
• Sales top performer for US and Canadian consumers, small and medium businesses and large enterprise companies in selling hardware and software contract, office computer bundles, printers, monitors, projectors, routers, switches and all computer retail parts.
•Conducted trainings and cascaded existing and new company policies and regulations.
•Created timely reports for sales and KPIs and presenting them to the higher management.
• Used great leadership technique to better direct the team in achieving the company’s goals, mission and Vision.
•Liaison in between departments such as Technical, Communication, Quality Assurance, Sales and higher management for better and effective communication.
•Highly analytical and detail-oriented Reporting Specialist; able to improve organizational effectiveness and productivity through critical analysis and problem-solving.
•Lead by example and acting as team player for the team get more excited in their jobs and for them to work as a team.
•Assigned as project manager in building another call center branch in Bacolod, south Philippines. This includes thorough evaluation of the cost, location, manpower, Internet connection, equipment and trainings. This also includes creation of new company systems and methods in running the new call center.
Dell Level 2 Support)
•Main responsibility was to help level 1 or tier 1 sales technician in skills and product knowledge development including sales and excellent customer support which is essential to any organizations.
•Sales top performer for Dell Small and Medium Businesses and Large enterprise companies such as hardware and software contract, office computer bundles, printers, monitors, projectors, routers, switches and all computer retail parts.
•Conducted trainings and cascaded critical updates relevant to technical support and sales technique such as “Features and Benefits impacting their expertise and productivity.
•Defused higher level escalations with empathy, professionalism and sensitivity
•Researched solutions and interacted with different types of customers providing step by step procedures, explained regulations, policies and procedures
•Effectively evaluated Tier 1 agent troubleshooting methodology and provided feedback through coaching
•Supervised a team of 10 Tier 2 Support Professionals ensuring adequate assistance is provided to front liners
•Calibrated Team Managers, Tier 2 Support and the Quality Assurance Team in evaluating survey returns on Customer Satisfaction and drive actions to avoid repeating identified misses and effectively resolve issues
•Collaborated with the Operations and Shift Manager, Team Leaders and Support Staff in creating strategic plans that enhance customer satisfaction and lower warranty cost
•Created a program wide performance tracker and generated periodic reports, analysis and recommendation
•Facilitated the formulation of the Case Management and Follow-up Guidelines which outlined case ownership
•Assigned by the Service Delivery Manager to lead 10 members to perform a world class technical, billing and sales support to Canadian clients. This includes: ensuring that all their needs are met, all issues are resolved and inquiries and complaints are escalated and resolved to the soonest time possible.
•Liaison in between the helpdesk to the field technician and to the carrier to insure all services and parts are being delivered on the agreed SLA.
•Started as tier 1 support as Technical Support Professional support for AOL customer through e-mail as medium.
•Promoted as Consultant Support Professional (CSS) to support tier 1 agents in increasing their tech competency by conducting trainings, cascading new development in terms of policies and procedures.
•We supported America Online Customers with their technical problem such as connectivity, browser issues, emails and computer problems such as viruses, malware, slowness issues and payments.
•We helped America Online clients with their account issues as well such as password problems, payment issues and billing problems.
•Collaborated with support staff to insure smooth customer service delivery.
•Helped and conducted training programs and hiring process to tier 1 agent.
•Provided an exceptional tier 1 support to provide exceptional customer support to customers as well.
•Delivered feedback to teir1 support from the surveys that were filled out by clients to better understand America Online clients with their needs.