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IT Support Specialist at IBM with 4 years in Tech Support
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Competencies
Skilled in conveying technical information clearly to clients and team members.
Capable of resolving customer and team conflicts to maintain positive relationships.
Experienced in making timely, informed decisions in high-pressure support environments.
Led support teams to enhance collaboration and service delivery efficiency.
Education
Languages
Summary
Dedicated IT support specialist with extensive experience managing technical issues, streamlining processes, and delivering exceptional client service. Skilled in communication, conflict resolution, and team leadership.
Key Achievements
- Managed and resolved hardware and software issues efficiently, ensuring high customer satisfaction at IBM.
- Streamlined case management processes, improving response times and issue resolution effectiveness.
- Provided technical support for diverse devices, enhancing operational uptime for clients.
Experience
Manage new and existing cases
Manage new and existing cases and ensure their timeliness., Receive hardware and software issue reports for different types of devices., Assign a specialized engineer to the specific machine to be worked on and accommodate their schedule., Provide remote support to engineers and customers., Use CSP, DHL for parts tracking, Salesforce, and Five9 for communication.
REAL ESTATE / SALES
Provide the best service to American Express members through their rewards program., Offer benefits offered by Amex and explain the corresponding terms and conditions., Ensure they can navigate the online portal to view or redeem their benefits, and if they can't, help them process them in the system.