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概要
An enthusiastic and knowledgeable young person who is able to provide front line support as part of any IT Service Operation. I am a logical thinker who is handle 1st/2nd line support calls, analyse and investigate problems, implement fixes, escalate support calls to 2nd/3rd Level and work closely with the service desk team. I am flexible, resourceful and willing to take full ownership of user problems until they are fully resolved. I am hungry to learn IT from the ground up, and is currently looking for a suitable position with an forward thinking company.
项目
工作经历
Office Coordinator / Office Assistant
I-T Technical Support Executive
IT Support Executive
Responsible for maintaining quality of service by escalating complaints to concerned Departments.
Managing over 300 Seats Users in terms of all kind of software, technical & Hardware Support.
Managed and Administered Windows XP and Windows 7 workstations and laptops.
Desktop application support O/S worked on (Windows XP, Windows VISTA & Windows 7.
Assistance with training of staff and compiling procedural documentation.
Created and implementation of user based policies and restrictions for contact center Workstations.
Network deployment and troubleshooting to all workstations.
Ghost making and installation on various model of workstations remote and on site .
User Administration (ZTE Agent Management. Installation and configuration of FT and ZTE contact center Applications.
Installation and maintenance of FTP Server For ease of access sharing files.
Outlook Installation/configuration and troubleshooting Hardware.
Install, repair, maintain, and upgrade desktop and notebook computers as well as printers.
Customer Service Officer
Attempting to resolve all enquires on first contact with the caller.
Making sure that all telephone calls are answered promptly.
Dealing with a customer’s queries, requests, orders or complaints.
Research required information for callers using available resources.
Essentially receiving up to 100 incoming calls from customers daily.
Involved in processing orders, forms and applications.
Accurately recording details of calls and issues on logging software.
Having a professional and courteous manner at all times.
Identifying and escalating priority issues or customer complaints.
Taking ownership on all calls and queries answered.
Answers inquiries by clarifying desired information; researching, locating, and providing information.
Maintaining the data base of branch networks.
Achieve targets typically consisting of making an assigned number of calls.
Experience in analyzing customer contact trends and patterns in a call centre environment..
Call Centre Planning experience utilizing workforce management software and best practice.
Excellent strategic, commercial and operational insight.
Customer Care Officer
Selling internet accounts, solving billing issues and providing technical support .
Participates and provides expertise as a member of the customer service’s departmental team.
The team's objectives are develop and recommend changes to existing methods and systems to increase the accuracy,
efficiency and responsiveness of the customer service department.
