Throughout my experiences as an advanced technical support analyst, systems analyst, application analyst, incident manager, NOC Analyst, Web Integration Analyst and Business Analyst, I have accumulated a plethora of skill sets that have sharpened my creativity and problem-solving abilities.
I bring a lot of experiences that cut across multi-disciplinary applications, I possess top-notch customer service experience.
Troubleshoot and fixed online issues for customer PC connectivity over the phone (Hardware, Software, and network issues).
Troubleshoot and fixed issues for Comcast Digital Voice customers.
Suggested new products to customers and explained new technologies to customers.
Software installations.
Support MS Office suite
Logged all troubleshooting calls accurately and on time with Remedy ticketing tool.
Documented all calls with detailed specifications in Remedy ticketing tool.
Took ownership of assigned ticket from beginning to prompt resolution.
Followed up calls to customers to ensure accurate event resolution.
Worked in a fast-paced, often high-pressure environment, with proven ability to maintain composure in stressful situations, managed and diffuse angry or upset customers.
