Experience

HomeSecure.ie

• Ireland
• Security Systems Services
• 1 - 100 Employee

• Technical Support Specialist

  • Oct 2021 - Present

  HomeSecure is a home and business alarm company. As one of two second line technical support staff I would have multiple responsibilities on a day to day basis. I would provide full training to any new first line technical staff and would be required to know a great depth on the hardware. I work closely with the stock department on the logistics of equipment and would be responsible for logging, testing and fixing faulty stock. I would onboard new stock and work closely with our stock supplier within the Ukraine. I have strong internal relations and coordinate with IT to ensure all systems are performing to their best ability and offering possible changes to try to create a faster and more efficient working environment. I would have great experience with Microsoft Excel, PowerPoint and Teams from day to day using. Excel is used for stock & fault logs. I would store and manipulate information to spot trends and ongoing problems. PowerPoint would be used to create slides for new hire training, upskilling and meetings. I would store and update troubleshooting guides within Microsoft teams and be responsible for additional support to on site engineers and technical support agents troubleshooting remotely with customers through team’s chat. Show less



BT Group

• United Kingdom
• Telecommunications
• 700 & Above Employee

• Customer Service Representative

  • Apr 2021 - Aug 2021

  My role as process executive at infosys broadens over multiple sectors within the business and requires me to be very well rounded and knowledgeable in all aspects of a telecommunications environment. I work in close relations with customers, second level and site engineers to provide a well known and informative customer experience.I would deal with processing transactions and resolving general billing or service issues. I deal with all active orders from start to end to ensure a smooth transition or departure from the company and troubleshoot on the vast products and services provided. I'm responsible for replacing equipment, raising faults and I'm the first point contact for site engineers for the purpose of providing information and assistance to any queries or problems encountered on a day to day basis. Show less



Imagine Communications

• United States
• Broadcast Media Production and Distribution
• 400 - 500 Employee

• Technical Support Agent

  • Nov 2019 - Mar 2021

  With Imagine group my main duties include providing a high level of technical support assistance with customers with the aim of resolving end-user problems on a broad base of wireless and fixed-line technologies by analysing issues and providing troubleshooting steps on inbound and outbound calls. I would also work closely with our second line support reporting trends in hardware and connectivity issues to detect outages and network errors while maintaining targets on overall performance, time handling, call resolution and customer satisfaction. Show less



HCLTech

• India
• IT Services and IT Consulting
• 700 & Above Employee

• Technical Support Specialist

  • Sep 2016 - Feb 2019

  My main responsibilities was dealing customers on any technical issues in regards to 3 different broadband types (digital subscriber line, fibre to the home & fibre to the cabinet) E-mail account issues which requires knowledge on multiple E-mail clients,ISDN, PSTN and VoBB phone lines,4 applications ( Eir sports, My Eir and EVision go and Study Hub) in a polite and effective manner while achieving multiple targets on time handling, efficiency and quality of calls. My main responsibilities was dealing customers on any technical issues in regards to 3 different broadband types (digital subscriber line, fibre to the home & fibre to the cabinet) E-mail account issues which requires knowledge on multiple E-mail clients,ISDN, PSTN and VoBB phone lines,4 applications ( Eir sports, My Eir and EVision go and Study Hub) in a polite and effective manner while achieving multiple targets on time handling, efficiency and quality of calls.