RECENT WORKS
Résumé
Experience
NA Premier Technical Lead
February 2024 - Present- Responsible for supporting the Technical Support Specialists floors by providing technical leadership to the technical support specialists to ensure the highest level of customer satisfaction for Lenovo’s enterprise customers.
- Resolve customer software and hardware related technical issues when supporting the ticketing queue during peak times.
- Assist in developing and implementing training programs to support ongoing technical development of the team.
- Provide technical leadership to technical support specialist, including setting goals, providing guidance, coaching, and technical oversight.
- Manage customer expectations and communicate effectively with customers regarding technical issues and resolutions.
- Identify opportunites to improve the customer support experience, and work with internal teams to implement changes.
- Collaborate with cross-functional teams to drive customer success and ensure success implementation of Premier solutions
Premier Technical Support Specialist
December 2022 - February 2024- Assist customers and field engineers by diagnosing problems and providing resolutions for technical or service-related issues
- Troubleshoot to identify hardware and software issues in many different customer environments
- Advise and educate customers through a combination of experience/documentation to ensure a solution
- Translate complex technical details/instructions to each customer's level
- Provide closed loop feedback on recurring issues with teammates and relevant engineering staff
- Work with Technical Account Managers to monitor and track issues to ensure accurate resolution
- Actively monitor case workload and drive closure within Service Level Agreements
IT Service Technician
December 2020 - December 2022- Provide desktop/printer support to a 40 member team
- Manage in house VPN servers, allowing off-site access
- Manage company email and shared calendar services through Google Enterprise
- Responsible for new employee orientation and training
- Utilize MySQL command interface to create reports for financial, marketing, and business related requests
- Lead project to 3D scan inventory using python
- Created automation processes with Selenium and Python to reduce human error and increase productivity
- Created Time Slot Booking for better customer flow
- AV Technician
- Network Administrator
- Front-end Web Developer
- Network Cable Technician
Photographer
January 2019 - December 2020- Responsible for supporting the Technical Support Specialists floors by providing technical leadership to the technical support specialists to ensure the highest level of customer satisfaction for Lenovo’s enterprise customers.
- Resolve customer software and hardware related technical issues when supporting the ticketing queue during peak times.
- Assist in developing and implementing training programs to support ongoing technical development of the team.
- Provide technical leadership to technical support specialist, including setting goals, providing guidance, coaching, and technical oversight.
- Manage customer expectations and communicate effectively with customers regarding technical issues and resolutions.
- Identify opportunites to improve the customer support experience, and work with internal teams to implement changes.
- Collaborate with cross-functional teams to drive customer success and ensure success implementation of Premier solutions