Lead Technical Support Engineer

• Feb 2019 - Present

Based on my credible exposure, I am diagnosing and resolving complex issues to attain maximum satisfaction from our customers. It is worth mentioning that I deliver periodic training to business partners and customers to improve their understanding with the usage of organizational products and services. One of my core duties is to prioritize tickets and manage technical issues for timely resolution by implementing incident/problem management best practices. I also troubleshoot incidents and service requests and deliver incident resolution by leveraging technical proficiencies. My responsibilities include installing priority software and troubleshooting on Ubuntu servers and VMs. My Notable Success: ☑ Documented occurred issues, resulting in negative partner/customer experiences. ☑ Maximized organizational services aimed at fulfilling partners/customers’ business needs. ☑ Functioned as a sole point of contact for partners/customers with outstanding technical issues. ☑ Mentored partners/customers on advanced usage of organizational services Show less

Windows System Engineer

• Nov 2016 - Jan 2019

During my time in this role, I have ensured a seamless flow of work by administering Windows and Linux (RedHat) servers. I have conducted the required troubleshooting and remediation to ensure the proper functionality of applications. My responsibilities include creating and administering accounts for users on the backend (UNIX/Linux) and frontend (Active Directory). I have installed setup and maintained testing environments while delivering exceptional Tier-II support. On the basis of my in-filed knowledge, I avoided procedural redundancies by performing regular software updates and Windows security patches. I also contributed to managing large-scale projects, such as server buildouts and upgrades with a keen focus on increasing efficiency. Some Shots of Key Accomplishments are below: ☑ Trained, motivated, and steered new associates to ensure the completion of essential technical tasks. ☑ Attained maximum customer satisfaction by responding to and fulfilling service request tickets in Remedy from clients. ☑ Devised Wiki page work plans for Cerner Millennium upgrades. ☑ Accomplished recognition as a Zabbix Subject Matter Expert (SME). ☑ Facilitated to acclimate new engineers to new roles through the Cerner Ambassador Program. Show less

System Administrator

• Jan 2016 - Nov 2016

Here, I oversaw networks/servers for proper system administration, while performing daily online/local backups for quick access to files. I have successfully expanded organizational IT Infrastructure through a consistent partnership with cross-functional full-time employees. I provided exceptional technical support to multi-disciplinary staff. I have utilized in-depth technical knowledge to administer Windows, HyperV, and Windows Server 2012 systems for performance improvement. I have installed, configured, and troubleshot hardware devices, such as desktops, laptops, peripherals, etc. I also processed support requests as well as maintaining an accurate inventory of hardware, software, and licenses, while collaborating with external vendors for infrastructure maintenance and development. Some Shots of Key Accomplishments are below: ☑ Administered and troubleshot cloud-based VoIP phone system ensuring proper functionality. ☑ Received and resolved major concerns of clients, including log-in errors, printing, and connectivity issues. ☑ Facilitated new/existing staff through the creation of new user accounts and mailboxes, while diagnosing and troubleshooting hardware/software issues. Show less

Admissions Representative

• May 2013 - Jan 2016

☑Used exceptional customer service / sales skills to attract potential students.☑Maintained focus and meet set personal and company goals within high volume environment. ☑Answered questions from individuals that might be interested in furthering their education. ☑Made outbound calls to potential students regarding various degree opportunities.☑Handed out information about degree programs and potential scholarships. ☑Acted as team lead on multiple assignments leading admissions to meet and exceed quotas.☑Gathered personal and confidential information from potential students and accurately input data into the university’s database. Show less

Internee-Network Administration

• 2016 - 2016

Phone Representative

• Jan 2012 - May 2013

Answered a multi phone line to assist current consumers with inquiries related to their accounts, Made outbound calls to potential customers regarding the various merchant service opportunities, Used software such as SalesGenie to target business owners who would benefit from services, Responsible for maintaining confidential documents/information regarding consumer accounts, Acted as team lead on multiple assignments leading teams to meet and exceed quotas, and reached out to business owners to inform them of new products and services offered to them as a merchant account holder. Show less

Phone Representative

• Aug 2010 - Dec 2012

☑Answered a multi phone line to assist current consumers with inquiries related to their accounts. ☑ Made outbound calls to potential customers regarding the various merchant service opportunities. ☑Used software such as SalesGenie to target business owners who would benefit from services. ☑Responsible for maintaining confidential documents/information regarding consumer accounts. ☑ Acted as team lead on multiple assignments leading teams to meet and exceed quotas. ☑Reached out to business owners to inform them of new products and services offered to them as a merchant account holder. Show less

Customer Service Representative

• Aug 2010 - Jul 2011

☑Assisted inbound customers with purchasing Sprint PCS services and products. ☑Provided customers with accurate information regarding phone lines, coverage, plans, etc. ☑Activated Sprint service plans over the phone for new and existing customers. ☑Assisted customers in contract negotiations including new contracts and upgrades. ☑Used company approved script to resolve consumer issues and assist with inquiries. ☑Successfully completed all assignments by set deadlines. ☑Assisted inbound customers with purchasing Sprint PCS services and products. ☑Provided customers with accurate information regarding phone lines, coverage, plans, etc. ☑Activated Sprint service plans over the phone for new and existing customers. ☑Assisted customers in contract negotiations including new contracts and upgrades. ☑Used company approved script to resolve consumer issues and assist with inquiries. ☑Successfully completed all assignments by set deadlines.