Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.
Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products.
Overview
18
18
years of professional experience
2
2
years of post-secondary education
Work History
Software Analyst - Support Specialist - Tier 2
Opentext
Cork
10.2018 - 10.2022
Main Duties:
Part of the Workflow/Engineering Team working with colleagues in 3 other countries.
Maintenance of personal and team ticket queue.
Assigning out workload to team members.
Providing timely Second Level support for large corporate entities and financial institutions.
Analyzing large log files to determine root cause of technical issues in customer environment.
Recreating customer environment to replicate technical issues and bugs.
Responsible for technical writing and drawing up of documentation to report/advise on next steps to the development team and monitor progress to drive resolution or viable workaround.
Assist in implementing updates/patches and above workaround where necessary.
Participate in meetings with customers on a daily basis, weekly various team meetings and 1-2-1's with management to include personal progress and current status of the wider global team, keeping local management in-the-loop.
Proficiencies:
MS Windows - Initial configuration and maintenance.
MS Server / IIS - Initial configuration and maintenance along with networking aspects.
Database (Oracle/SQL) from a integration perspective with the software environment to accommodate utilization of the software's capabilities.
Networking - Configuration within the MS environment and integration of Content Server software.
Virtualization - VMware administration and allocation of assets to assist in recreating customer environments for detailed testing.
IT Technical Support Specialist - Tier 1
Voxpro/Telus Int.
Cork
03.2013 - 10.2018
Fully trained in multiple departments
Primarily Email technologies but also including Billing, Admin console, Postini and API.
Customer service and satisfaction to a very high level of standard.
Working in a fast paced team of specialists where multi-tasking is paramount.
Technical troubleshooting to resolution in a timely manner.
Partaking in additional projects specific to the company to improve work-flow policies.
Proactive in assisting other agents and improving and expanding overall knowledge or products.
Knowledge using Salesforce ticketing system
Additional Projects during tenure:
Chat Support; I was part of the initial beta testers for supporting customers using only a chat interface
Working with Leadership Team to develop latest revision of the companies S.O.P. and developed/re-designed the Organizational Tree. This was also made accessible to employees to inform them of managerial hierarchy.
EETF; I was part of the Employee Engagement Taskforce which involved 1-2-1 interviews with agents to gather statistical data and report back to the leadership team
I was also part of a spin-off project to investigate late arrivals of agents shift hours to assist in receiving them on-time
PLATO; I was a part of the PLATO project control group
Salesforce; I’m currently involved in testing the new Salesforce User Interface and providing feedback to the developer to assist in ironing out pain-points before the latest version is released
I’ve also organized “Muffin Mornings” where we gather all the managers, QL’s and POC’s together with new agents who have just started in Gradbay to allow them to have coffee and a muffin and meet the teams leads and familiarize themselves so they feel more at home
I also maintain a longstanding tradition in the Email team known as “Scoops for troops” where we get together as a team and have a night out which helps to increase bonding and strengthen friendships.
This has been ongoing for about three years now, two of which I have organized myself.
I was also a founding member of the original Voxpro band.
Server Test Technician
EMC/Dell
Ballincollig
01.2009 - 01.2011
Testing new servers and Operating System stability (3 months)
Running the RTV (Return To Vendor) Department (18 months)
Timely return of defective products for Root Cause Analysis to manufacturer.
Inventory control and management.
Logistics.
Training of other employees.
Consultant for Managerial meetings on End of Quarter department statistics.
Customer Service Assistant
Nethouse/Networld Internet Café
Cork
03.2005 - 06.2008
Cash reconciliations and profit reporting accountability.
Stock control (Eg, consumables, equipment, cleaning inventory etc...)
Designing, building and maintaining Gaming computers.
Management of the shop alone during the night shift and general maintenance of store.
Education
High School Diploma -
Coláiste Stiofáin Naofa
Cork, Ireland
01.2012 - 01.2014
Skills
Software Debugging
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Hobbies
Reading in general, specifically books on Psychology, Physics and Philosophy
Computer building and repair.
Music Recording and Sound Production in self designed and built Home Studio.
Self-Taught Rhythm/Lead Guitarist and Teacher.
Multi Instrumentalist (Drums, Keyboard, Bass, Electronic Synthesis and Sound Design...etc)