Adam McCann
Dublin,L
Summary
Experienced professional with a strong background in technical support, equipment management, and sales. Skilled in troubleshooting, configuring hardware/software, and resolving customer issues with professionalism. Proven ability to manage bookings, enhance customer satisfaction, and train team members. Adept at leading projects to implement new technologies and improve service delivery.
Overview
3
3
years of professional experience
Work History
TMM Technical Support Agent
Macro Evolution
04.2024 - Current
- Provide technical support by guiding individuals through basic troubleshooting steps, ensuring efficient issue resolution.
- Diagnose and explain technical problems to customers, restoring full service and functionality.
- Configure and manage mobile devices for optimal performance and security.
- Conduct follow-ups with clients to ensure satisfaction and successful resolution of support requests.
- Train new team members, foster strong team relationships, and promote high service standards.
- Develop and maintain training materials and curriculum compliant with ISO Certification standards, improving onboarding and process consistency.
Customer Support Associate
Infosys
11.2023 - 01.2024
- Resolved escalated customer complaints with professionalism and empathy, ensuring positive outcomes and customer retention.
- Built warm, friendly rapport with customers across phone, email, and live chat channels to enhance engagement and loyalty.
- Handled customer account inquiries with accuracy, delivering clear information to resolve issues and maintain satisfaction.
Lead Technician & Sales
Velocity Entertainment Ltd
05.2022 - 10.2023
- Maintained and repaired VR equipment and computers, ensuring optimal performance.
- Configured new hardware, software, and VR experiences to meet customer needs.
- Diagnosed technical issues, performed upgrades, and interpreted technical documentation.
- Assisted customers in selecting experiences, managing bookings, and processing sales.
- Resolved queries promptly, providing excellent communication and telephone support.
- Led a project to configure a batch of new VR headsets and integrate developer-provided software for a shared gameplay experience.
Education
Computer Systems and Networks - Programming Fundamentals, Web Authoring, Computer Hardware, Operating Systems, ICT Security, Networking Essentials, Mathematics, Communications
Waterford College of Further Education
01.2023
General Office Skills - Word processing, Business English, Spreadsheets
Tramore Further Education Centre
01.2022
Skills
- Remote support
- Software installation
- Ticket management
- Network configuration
Timeline
TMM Technical Support Agent
Macro Evolution
04.2024 - Current
Customer Support Associate
Infosys
11.2023 - 01.2024
Lead Technician & Sales
Velocity Entertainment Ltd
05.2022 - 10.2023
General Office Skills - Word processing, Business English, Spreadsheets
Tramore Further Education Centre
Computer Systems and Networks - Programming Fundamentals, Web Authoring, Computer Hardware, Operating Systems, ICT Security, Networking Essentials, Mathematics, Communications
Waterford College of Further Education
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