CHRIS ING
Little Elm,TX
Summary
Actively seeking position as an IT technical support, Field Suport, Help Desk Agent, Shift Lead, Team Lead, Manager specialist where I can maximize my accurate customer service and IT troubleshooting skills in a demanding work environment with long-term potential in an innovative company. Possess Windows reimaging skills, 80+ wpm typing skills and actively looking for a rewarding position to match my current, strong skillset. Adaptable and enterprising Technical Support with solid industry background and proven expertise in building and leading successful teams. Talented problem-solver ready to back up fellow employees at any time.
Overview
14
14
years of professional experience
Work History
Shift Lead/Field Support Agent
Wipro/Nisource
09.2023 - 02.2024
- Oversaw a team of 22 Service Desk Agents made sure calls in queue were answered in timely manner and answered correctly and effectively.
- Managed and oversaw technical support call queue.
- Answered incoming Technical Support calls from MDT Field Agents for help with Tough Books and Chrome Books, connectivity issues, lock out, etc.
- Point of contact for Service Desk Agents and Field Support Agents questions about MDT workers calling in for technical support.
- Scheduled employees for lunch and breaks during busy times.
- Configured, troubleshooted and repaired hardware for client connected hardware such as laser printers, label printers, etc., after upgrade, update or replacement.
Senior Desktop Support
Quest Diagnostics
06.2022 - 09.2023
- Performed computer-related technical work for medical offices using Quest Diagnostics, often traveling state-to-state to upgrade or update equipment, including re-image Windows machines from Windows 7 to Windows 10
- Configure network connectivity, including mobile computing while managing, troubleshooting or upgrading desktop systems
- Set up, maintained and troubleshooted Microsoft Windows and Apple Mac OS computers for onsite Quest client medical offices
- Configured, troubleshooted and repaired hardware for client connected hardware such as laser printers, label printers, etc., after upgrade, update or replacement.
IT Technical Support Specialist
PENNY MAC
05.2020 - 06.2022
- Provided both phone and web support to employees of Penny Mac and clients including password reset, creating Jira tickets, soft phone, Five 9, experience providing assistance for Google Chrome and Windows for clients P3 Portal
- Service 3.2 Fanny Mae issues, HAR file, impersonate client persona’s, Encompass for external company setup and use
- Assisting clients over the phone with the new P3 Portal and escalating tickets when necessary
- Also answering clients through web email support
- Arrange Zoom meetings with clients to troubleshoot and fix the technical issue.
Technical Support Specialist
APPLE
05.2015 - 02.2020
- Quickly assessed customer support issues to call center and helped new owners get started and current ones get quick, efficient support developed strong, positive relationships with Apple
- Maintained composure and customer focus while troubleshooting and solving issues with advice or a solution on the spot, using knowledge of current Apple technology to help with iPod, iPhone, and iPad devices
- Maintained composure and customer focus while troubleshooting and solving issues.
Customer Service Agent
FARMERS INSURANCE
02.2010 - 05.2015
- Handled incoming calls from policyholders, responding to inquiries, resolving problems and correcting policy errors
- Provided quotes and executed online policy changes for auto, home and excess liability
- Recognized as "#1 Customer Service Rep" (out of 20 reps in division) in 2014
- Ranking was based on customer satisfaction, speed of resolution and availability
- Co-developed on-the-job training program that reduced training time from eight weeks to five
- Contributed to an 8% sales increase in 2014 by improving lead-generation and sales-tracking methods
- Resolved an average of 350 inquiries in any given week and consistently met performance benchmarks in all areas (speed, accuracy and volume)
- Helped company attain the highest customer service ratings (as determined by external auditors) earned 100% marks in all categories including communication skills, listening skills, problem resolution and politeness.
Education
CCCD -
High school diploma -
01.1994
Skills
- Technical Support
- Help Desk
- Network Support
- Software Troubleshooting
- Desktop Support
- Microsoft Windows
- Customer Service (10 years)
- Operating Systems
- Shift Lead
- Linux, Citrix
- Field Support
- VPN
- TCP/IP
- Lemur Maps
- Citrix
- Sailpoint Identity IQ
- Workday Admin
- Bitlocker
- Direcor
- ISE
- NIS
- Intune
- Aviator
- ArcGis
- Nifast
- ServiceNow
- VDI
- PingOne Admin
- Genesys
Timeline
Shift Lead/Field Support Agent
Wipro/Nisource
09.2023 - 02.2024
Senior Desktop Support
Quest Diagnostics
06.2022 - 09.2023
IT Technical Support Specialist
PENNY MAC
05.2020 - 06.2022
Technical Support Specialist
APPLE
05.2015 - 02.2020
Customer Service Agent
FARMERS INSURANCE
02.2010 - 05.2015