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IT Support Specialist with 8+ years in Telecommunications and Customer Service
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Competencies
Expertise in troubleshooting hardware, software, and network issues across multiple platforms.
Skilled in delivering empathetic support and clear communication to diverse client needs.
Proficient in auditing and verifying billing data to ensure accuracy and compliance.
Strong knowledge of networking principles, including Cisco CCN1 fundamentals and data center operations.
Education
Languages
Summary
Dedicated professional with over 8 years of experience in technical support, electronics troubleshooting, healthcare assistance, and invoice auditing. Known for problem-solving skills, reliability, and excellent client communication.
Key Achievements
- Ensured 100+ ATM terminals maintained optimal performance with minimal downtime.
- Resolved complex VoIP and electronics issues, reducing client complaints and improving service reliability.
- Streamlined invoice auditing processes, enhancing billing accuracy and vendor relations.
- Provided compassionate healthcare support, improving patient appointment coordination and satisfaction.
Experience
Technical Support Specialist – Tier 1
Monitored and maintained stable connectivity across 100+ ATM terminals, ensuring minimal downtime and optimal performance., Provided Voice over IP (VoIP) support, including troubleshooting call quality issues, configuring new user setups, and assisting with system integrations., Collaborated with network engineers to escalate and resolve complex connectivity issues, ensuring seamless operations for end-users.
Technical Support Specialist (Sabrent Products)
Delivered technical troubleshooting and problem resolution for Sabrent electronics, including storage devices, adapters, and peripherals., Conducted QA testing and analysis of new products to refine customer support strategies and improve user documentation., Developed and updated user manuals and support guides, enhancing customer self-service options and reducing support ticket volume.
Healthcare Support Agent
Assisted elderly patients with health insurance inquiries, medication refills, and claim processing., Scheduled and coordinated medical and laboratory appointments, ensuring timely care and follow-ups., Managed automated appointment reminders to improve patient adherence and reduce missed visits.
Invoice Reviewer (Invoice Audit Specialist)
Conducted detailed audits of telecom and service invoices, verifying charges for accuracy and contractual compliance., Liaised with vendors and service providers to resolve billing discrepancies and clarify new or unusual charges., Prepared clear, data-backed reports for accounting and payroll departments, explaining variances and ensuring proper cost allocation.