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Account Care & Technical Support Specialist at LEXISNEXIS
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Competencies
Extensive experience in troubleshooting hardware, software, and network issues across diverse environments.
Proven ability to deliver high-quality support to enterprise and end-user clients, ensuring satisfaction.
Proficient in configuring and maintaining DNS, DHCP, VPN, and TCP/IP networks.
Skilled in managing user accounts, permissions, and cloud-based applications for organizational efficiency.
Capable of collecting and analyzing client needs to tailor technical solutions effectively.
Education
Summary
Dedicated IT professional with over 4 years of experience in technical support, network administration, and client service across enterprise environments. Adept at troubleshooting, system configuration, and delivering tailored solutions.
Key Achievements
- Provided dedicated support to enterprise clients, resolving complex technical and account issues efficiently.
- Diagnosed and troubleshot operating systems, applications, and network connectivity problems, ensuring minimal downtime.
- Built and configured desktop workstations, managing user accounts and permissions with Active Directory.
- Delivered remote technical support, improving client satisfaction and operational performance.
- Maintained accurate support documentation, streamlining issue resolution processes.
Experience
Account Care & Technical Support Specialist
Delivered technical and account support to enterprise, executive, and commercial clients.. Provided dedicated support to executive and strategic enterprise clients, resolving account and technical issues while collaborating with internal stakeholders and Account Managers.. Diagnosed and resolved software, authentication, VPN, SSO, networking, and account access issues.. Utilized ServiceNow, Spectrum, AgentWeb, GCRM, CX-One, Microsoft Access, DMF, and LexisNexis systems.. Conducted remote troubleshooting sessions using Zoom.. Supported CaseMap users by resolving software and file-related issues.. Managed 15–30+ customer interactions daily across calls, email, and escalations.. Maintained strong First Contact Resolution performance.. Supported business-critical legal research and practice management solutions.
PC Lead Technician L2
Delivered remote technical support for software and system-related issues.. Diagnosed operating system, application, connectivity, and performance incidents.. Guided customers through troubleshooting and solution implementation.. Escalated hardware issues to in-store technical teams.. Maintained service levels and customer satisfaction standards.
IT Support Engineer
Built and configured desktop workstations and operating systems.. Administered user accounts and permissions through Active Directory.. Installed, configured, and supported Microsoft Office 365 applications.. Diagnosed desktop, software, printer, and connectivity issues.. Assisted with onboarding and workstation deployment activities.
Technical Support Agent
Provided first-line technical support to customers.. Resolved software, hardware, and connectivity issues.. Escalated complex incidents where required.. Maintained accurate support documentation.
Inbound Call Centre Agent
Assisted customers with Fibre, ADSL, and mobile troubleshooting.. Resolved billing and account-related enquiries.. Provided technical guidance and support to end users.. Maintained service standards and customer satisfaction.