Experience

NameHero®

• United States
• Technology, Information and Internet
• 1 - 100 Employee

• Level III Technical Support Representative

  • Mar 2020 - Present



Nixserv_IT

• IT Services and IT Consulting

• Technical Support Specialist

  • Sep 2019 - Feb 2020



JaguarPC - Managed VPS Hosting

• United States
• IT Services and IT Consulting
• 1 - 100 Employee

• Web Hosting Support Level I

  • Mar 2018 - Oct 2019

• Remote webhosting support

  • Mar 2018 - Oct 2018



WebAppzLive

• Remote Customer Service Executive Grade – II

  • May 2017 - Oct 2017

  • Engaged end users and answered questions via email, phone, website live chat and in forums. Assisted customers in identifying issues and explained solutions to restore service and functionality. • Live pre sales chat support • Patched software and installed new versions to eliminate security problems and protect data. • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across different time zones. • Broke down and evaluated user problems using test scripts, personal expertise and probing questions. • Demonstrated professionalism and courtesy with customers while working to resolve complaints, problems or respond to questions. • Documented all transactions and support interactions in system for future reference and addition to knowledge base. Show less



WebAppz Live

• United Arab Emirates

• Remote Customer Service Executive

  • May 2017 - Oct 2017



Bobcares

• India
• IT Services and IT Consulting
• 100 - 200 Employee

• Sr. Software Engineer Grade - II

  • Jul 2010 - Jun 2014

  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across different time zones.• Retained existing clients and developed new accounts by extending high quality and efficient support service.• Engaged end users and answered questions via email, website live chat and in forums.• Created support documentation that empowered and enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.• Developed and implemented training initiatives for new hires.• Tracked KPIs and created continuous improvement plans.• Followed up with clients to ensure optimal customer satisfaction following support engagement and problem resolution.• Led support team as level-three supervisor providing assistance to usersglobally in 24/7 support environment.• Identifying scope for improvement in team and plugging knowledge gaps• Server monitoring• Website migrations Show less

• Senior Software Engineer

  • Jul 2010 - Jun 2014