Provided support for network and server infrastructure, laptops, desktops, mobile devices, printers, phones, network-connected devices, and peripherals.
Performed system analysis and troubleshooting functions as they related to the LAN/WAN/WLAN infrastructure.
Installed and maintained communication connections between workstations, printers, etc.
Completed all activities within security policies and practices to ensure the safety and privacy of data, its clients, and its resources.
Provided advanced support and troubleshooting of all desktop hardware, software and applications, including Microsoft 365 productivity applications, network and VPN access/multifactor authentication, web and desktop versions of Outlook, antivirus/antimalware software.
Ensured the support SLA was met on all assigned Support tickets.
Worked with software vendors to troubleshoot issues with LOB software.
Resolved client requests promptly and effectively.
Documented all work in ConnectWise and completed it on time, accurately, and in detail.
Assisted the project engineering team with specific projects.
Contributed ideas to address client IT needs strategically.
Completed escalations work and various projects as assigned by the Team Lead.
uBreakiFix by Asurion
Diagnoses, troubleshoots, and repairs devices
Provides recommendations for problem resolution
Provides repair and replacement estimates to customers
Ensures that all repairs meet or exceed quality standards
Greets customers in a friendly manner and maintains a positive work environment
Ensures that customers have an enjoyable experience by providing superior customer service and exceeding customer expectations
Oct. 2020 - Oct. 2021
advanced repair agent
Provides quick and accurate processing for all customer transactions including Checkout, Customer Service, and Store Pickup.
Creates strong relationships with customers and becomes a trusted advisor in assisting them in making technology more functional in their lives.
Works with the team to ensure customers' needs are met and that no customer is left unserved.
Utilizes all relevant tools to strive for profitable growth and exceed department and individual goals.