It Support Customer Service

Taran Pietosi

West Mifflin, PA. ***** 412-***-**** ad732p@r.postjobfree.com LinkedIn https://linktr.ee/taran.pietosi Recently completed the Google IT Support Professional certificate, showcasing a strong foundation in hardware repair, software troubleshooting, and computer networking. 3+ Years in Customer Service have honed skills in problem-solving, multitasking, and empathetic communication. Proven adaptability and a continuous learning mindset make for a dedicated, user-focused IT support professional.

RELEVANT SKILLS

Technical Support & Troubleshooting • Ticketing System • User Training & Support • Operating Systems Installation • Software Installation & Configuration • Customer Service • Windows • Linux • Domain Name System (DNS) • Networking • System Administration •Data Management • Problem-solving• Cybersecurity• Time-Management• Calm in High-Pressure Environments• Ability to Learn New Software and Hardware• Hardware repair• Powershell• Excel• Multitasking •Empathy

• Adaptability •Generative Ai• Prompt engineering• Prompt hacking• EDUCATION, CERTIFICATES, & CERTIFICATIONS

Merit America • Virtual

11/2023

Google IT Support Professional Certificate 01/2024

● Skill development includes troubleshooting, customer support, networking, operating systems, systems administration, and security — all the fundamentals of IT support that are critical for success in the workplace; comparable to the latest CompTIA A+ certification

Additional Skill Development

● Completed hands-on coursework covering Microsoft 365, Windows 10, Spiceworks ticketing system, and fundamental cloud concepts

Coursera • Virtual

Introduction to Artificial Intelligence (AI)(With Honors) 2/2024

● Describe what is AI, its applications, use cases, and how it is transforming our lives

● Explain terms like Machine Learning, Deep Learning and Neural Networks

● Describe generative AI and distinguish it from discriminative AI.

● Explore common generative AI models and tools for text, code, image, audio, and video generation. Gen AI: Prompt Engineering Basics IBM 2/2024

● Explain the concept and relevance of prompt engineering in generative AI models.

● Apply best practices for creating prompts and explore examples of impactful prompts.

● zt common prompt engineering techniques and approaches for writing effective prompts.

● Explore commonly used tools for prompt engineering to aid with prompt engineering. RELEVANT EXPERIENCE

Freelance Computer Repair Technician 10/2013 - Present

● Troubleshoot and resolve issues in electronic devices, including computers, laptops, and smartphones, showcasing strong technical knowledge and advanced problem-solving abilities.

● Personalize customer service, keenly understanding and responding to each client's unique tech needs with customized solutions.

● Oversee and maintain a comprehensive inventory of parts and tools, ensuring preparedness for a diverse range of repair tasks.

● Diligently document all repairs and customer interactions, upholding exceptional standards of accountability and service quality.

● Continuously update skills and knowledge, staying at the forefront of technology trends and repair techniques to enhance service offerings.

● Instruct customers in maintenance best practices, actively promoting proactive device care to prolong the lifespan of their electronics.

● Cultivate a reputation for dependable and high-quality workmanship, securing repeat business and positive referrals through excellent service.

Call Center Agent • DialAmerica • Pittsburgh, PA 02/2018 - 12/2018

● Analyzed and resolved customer issues and inquiries with an outstanding first-call resolution rate, showcasing problem-solving skills and a commitment to delivering exceptional customer service.

● Managed and prioritized incoming calls using a sophisticated CRM system, maintaining accurate and detailed records of customer interactions, demonstrating strong organizational skills and attention to detail.

● Trained in efficient call handling and resolution techniques, quickly mastering the company's protocols and reducing average call duration by 5%.

● Demonstrated excellent problem-solving skills by effectively addressing and resolving customer issues, contributing to a 10% increase in customer satisfaction ratings.

● Adapted to a fast-paced work environment, managing a high volume of calls with patience and efficiency.

● Collaborated with team members to share best practices and improve overall team performance, resulting in a 5% decrease in customer complaints.

● Developed strong communication skills, clearly and empathetically addressing customer concerns and providing effective solutions

● Maintained high levels of accuracy and attention to detail when entering customer data and managing records.

● Continuously sought feedback and engaged in training opportunities to enhance technical knowledge and customer service skills.

ADDITIONAL EXPERIENCE

Chief Home Officer/Stay-at-Home-Parent • West Mifflin, PA 07/2020 -1/2024

● Coordinated and executed effective communication strategies with school staff, therapists, and medical professionals, fostering collaborative relationships and ensuring the holistic well-being of both children, showcasing strong interpersonal and communication skills.

● Established and maintained online course platforms utilizing social media and digital communication tools to facilitate networking and community engagement and extra curricular activities, demonstrating digital literacy and adaptability in the digital landscape.

● Orchestrated weekly therapy sessions and regular doctor's appointments, demonstrating exceptional organizational skills and commitment to developmental goals.

● Implemented daily practice routines based on therapy insights, enhancing the toddler's developmental abilities and successfully achieving 95% of set milestones.

● Negotiated with service providers and managed household budgets, reducing expenses by 20% through strategic planning and resource allocation.

● Leveraged a variety of educational resources to enhance the toddler's learning experience, demonstrating a commitment to continuous improvement and personal development.

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