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Technical Support Specialist with 5+ years in customer service and IT
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Competencies
Applied troubleshooting skills to resolve Tier 1 and Tier 2 support cases efficiently.
Delivered customer support for high-profile accounts, ensuring quality service and issue resolution.
Utilized Linux and terminal commands for troubleshooting and support tasks.
Applied basic programming skills in C++, C#, Java, Python, PHP, and web development in HTML, CSS, and JavaScript.
Maintained foundational understanding of cloud platforms like Azure and AWS.
Education
Languages
Summary
Detail-oriented support specialist with extensive experience in customer service, technical troubleshooting, and mentoring roles across support teams and high-profile accounts.
Key Achievements
- Progressed from customer service representative to SME and Tier 2 support agent, increasing expertise in support roles.
- Handled complex Tier 2 support cases, providing guidance and mentoring to Tier 1 agents as an SME.
- Managed high-profile accounts and provided leadership as GURU and Elite Agent at Sykes.
Experience
Technical Support / SME
First-line agent resolving Tier 1 support cases., Tier 2 agent handling complex cases and providing support to Tier 1 agents as an SME.
Customer Service / SSO Agent / Elite Agent / GURU
Customer Service Representative., SSO and Elite Agent managing high-profile accounts., GURU role, providing guidance and support to customer service agents.