Customer Service Technical Support

Joseph Dionne

Palm Springs, FL *****

ac0lqw@r.postjobfree.com - 561-***-****

Authorized to work in the US for any employer

WORK EXPERIENCE

Technical Support Specialist III

Magic Jack - West Palm Beach, FL - September 2016 to February 2017

* Diagnose and troubleshoot five generations of magic Jacks and support two applications

* Develop and design training material for new highers

* Remotely assist customers on an as needed basis

* Report and diagnose any chronic issues occurring and report my findings to my superior

* Assist supervisor with the analytical software to ensure accuracy

* Assist with quality assurance of chats to ensure proper procedures were followed

* Assisted with upgrades and patches for internal hardware for analyst terminals Service Desk Team Lead

TBCCORP - Palm Beach Gardens, FL - September 2014 to April 2016

Coaching and mentoring employees

Identify training opportunities

Runs reports and analyzes findings

Handling call escalations, and resolving complex issues

Working in tandem with the Quality Supervisor

Excellent Written & Verbal Communication Skills

Acts as a liaison between the staff and the management team, escalating concerns and helping to refine processes

Refine and document processes, and develop job aids

Assists in diagnosing and determining day to day trends that may impact business

Handling inbound calls and working tickets from our ticketing system Service Desk Analyst

- April 2013 to September 2014

• Provides timely and courteous responses to telephone, e-mail, and web-generated support requests, including problem analysis, initial resolution and/or escalation.

• Works with a sense of urgency while following established processes to resolve issues

• Completes thorough documentation of all work in an online ticketing system

• Effectively communicates (verbally and by written correspondence) with all levels of the organization as well as outside customers regarding reported issues

• Effectively communicates with IT team members and management to document customer issues, create assignments, manage support requests and share best practices.

• Provides initial desktop, server, network, hardware and software troubleshooting for issues related to those items.

• Performs all other duties as assigned by immediate supervisor.

• Handle inbound and outbound calling following the service level agreement

• Work over the phone with 800 different corporate owned locations and +1500 franchise locations with various issues pertaining to point of sale or desktop and software support

• Assist management team with day to day trends that may occur to be pre-emptive with any occurring issues

• Handle team and enterprise communications pertaining to any identified trends occurring

• Assisted corporate employees in-house with any desktop support issues NIGHT SHFT TEAM LEAD FOR SUN GAS AND PETROLEUM - West Palm Beach, FL

• Lead of Customer Service

• Management of inventory

• Restock all freezer, fridge and shelf items making sure first in is first out by rotating

• Make sure morning shift is set-up for success the next morning making sure everything is complete

• Make sure any night shift worker is on top of their duties

• Deposit all the night shift money in to the safe ever night Software

Microsoft Office

TBC Point of Sales

SAP

Word, Excel, PowerPoint, Outlook, Access

I Series, C.A.R.S., RO Writer, Navx/DST

Commonly used Transaction Codes, MB51, Co09, IW33, etc. Exellent references upon request

EDUCATION

Diploma in Computer science

John I. Leonard High School - Greenacres, FL

SKILLS

Very familiar with all MS Office packages., poqwr point, excel, As400, JDEdward, SAP, SQL, C C# AWARDS

Chess champion

April 2005

All time chess champion from 6th grade to.12th

CERTIFICATIONS/LICENSES

A+ Certified

April 2004 to Present

Went to middle and high school for computer programming. Got my A+ certification 9th grade. Also know visual basics and currently trying to get my .net cert.

ADDITIONAL INFORMATION

Four times a month I give back to the community by working at soup kitches and animal shelters

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