Edward R.

Key Responsibilities Successfully Achieved ✔️ Listened to customers’ concerns, issues, and questions to provide effective solutions. ✔️ Resolved customer concerns and answered inquiries promptly and accurately. ✔️ Maintained a positive attitude and calmly addressed complaints. ✔️ Applied strong product and technical knowledge to represent the company effectively. ✔️ Promoted products and services to attract and retain customers. ✔️ Recommended tailored solutions to meet customer needs. ✔️ Escalated complex issues to managers or higher-level engineers when necessary. ✔️ Prepared product, technical, and customer reports by gathering and analyzing data from interactions. ✔️ Troubleshot and resolved networking, hardware, and software issues across multiple platforms. ✔️ Provided IT support through phone, email, and chat, ensuring timely resolution. ✔️ Assisted with Office 365 administration, account management, and access issues. ✔️ Worked with Active Directory to configure users, groups, and permissions. ✔️ Monitored and troubleshot networks using the Cisco Business Dashboard (Meraki). ✔️ Configured and supported VOIP systems such as Whozz Calling and Vertex. Customer Service & Technical Support Skill Set ✔️ Personable, attentive, and empathetic communicator. ✔️ Strong interpersonal and verbal communication skills in English and Spanish. ✔️ Experienced with CRM and support tools: Salesforce, Zendesk, Zoho, Freshdesk. ✔️ Skilled in documenting and tracking technical and customer interactions efficiently. ✔️ Advanced troubleshooting of POS systems, networking devices, printers, and firewalls. ✔️ Knowledge of Office 365, Active Directory, Windows Servers, and ticket escalation processes. ✔️ Familiar with VMware, Hyper-V, and network troubleshooting protocols. ✔️ Strong problem-solving mindset with a focus on delivering excellent customer experience.