Nathaniel Alonzo

and provided subject matter expertise to a team of technical support agents performing:
• Installing, reimaging and configuring office productivity suite and operating systems - Windows, macOS and iOS.
•Configuring email and messaging applications and anti-virus programs.
•Troubleshooting LAN and WLAN problems.
•Installing and configuring peripherals such as printers, scanners etc.
•Migrating, backing up and restoring files and data.
•Replacing hardware components.
•Guiding customers on their how-to questions.
•Answering or rerouting calls and logging documentation through a ticketing system and CRM.
•Reviewed the work of technical support agents to ensure technical accuracy, clarity and quality as required.
•Functioned as the team consultant for technical questions and troubleshooting steps. Answered technical escalations and provide advanced issue resolution or approve replacement of product or service.
•Trained and provided updates about the supported products by conducting coaching and training sessions.
•Provided alternative resolution when needed or if the issue is beyond support scope as per operational procedures.
•Prepared reports including contacts and data trends for process and/or product improvement recommendations.
•Participated in client meetings for product and/or service improvements.