Experience

IT Freedom
• United Arab Emirates
• Software Development
• 1 - 100 Employee
• Help Desk Technician

  • Jul 2022 - Present


GoDaddy

• United States
• Technology, Information and Internet
• 700 & Above Employee

• Care Support Guide III

  • Apr 2022 - Jun 2022

  Broke down and evaluated user problems, using test scripts, personal expertise and probing questions. Managed customers' expectations of support and technology functionality in order to provide positive user experience. Diagnosed customer issues related to DNS, WordPress, Server Admin and Web Security. Provided solutions when within scope. Analyzed customer business needs to provide proactive solutions to possible future issues Broke down and evaluated user problems, using test scripts, personal expertise and probing questions. Managed customers' expectations of support and technology functionality in order to provide positive user experience. Diagnosed customer issues related to DNS, WordPress, Server Admin and Web Security. Provided solutions when within scope. Analyzed customer business needs to provide proactive solutions to possible future issues



Nextiva

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Technical Support Representative

  • Oct 2021 - Jan 2022

  Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones. Used ticketing systems to manage and process support actions and requests. Conducted in-depth product and issue resolution research to address customer concerns. Assisted customers in identifying issues and explained solutions to restore service and functionality. Collaborated with supervisors to escalate and address customer inquiries or technical issues. Show less



teleNetwork

• United States
• IT Services and IT Consulting
• 300 - 400 Employee

• • Sep 2019 - Oct 2021

  Lead new hire training classes to acclimate new employees to the policiesand procedures associated with a T1 CSR position.Gave new training to existing agents on large policy changes.Worked closely with upper management and our clients to improve existingtraining procedures to better prepare new hires for the position.Provided T1/T2 agents with assistance during day-to-day operations whenno new hire or policy trainings were active.Assumed NOC duties by identifying uncalled outages and creating ticketsfor outages when needed.Coordinated day-to-day administration and logistics of face-to-face andonline training courses. Show less

• • Apr 2018 - Sep 2019

  Handle customer and technical support. Duties include but are not limited to:Mentoring and assisting T1 CSRsHandling supervisor requestsNetwork managementBilling inquiriesAccount support

• • Sep 2017 - Apr 2018

  Handle customer and technical support. Duties include but are not limited to:Network managementBilling inquiriesAccount support