GEORGE ONIANI
Gaithersburg,MD
Summary
Highly motivated, customer-centric Support Technician with extensive experience in remote troubleshooting and problem resolution. I take high accountability in maintaining strong customer relations and company standards to provide the best service possible. I find satisfaction in my ability to provide quick and accurate resolutions to clients' problems while demonstrating empathy and maintaining workflow efficiency. I have experience communicating effectively with multiple internal teams to ensure accurate information and provide accurate support to clients. I am organized, dependable, and possess strong time management skills, always willing to take on added responsibilities to meet team goals or deadlines.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Remote Tier 1 Help Desk Representative
Lux Commercia
01.2023 - Current
- Created help desk tickets, troubleshot and resolved desktop issues.
- Documented support interactions for future reference.
- Applied critical thinking to troubleshoot issues and empathize with customers
- Navigated CRM systems and tools for accurate information.
- Provided quick and accurate professional support
- Managed backup and recovery of data assets to safeguard system availability.
- Determined hardware and network system issues using proactive troubleshooting techniques.
- Responded promptly to incoming sales leads and requests for technical support with empathy and accurate information.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues only when necessary.
- Configured hardware and granted system permissions to new employees.
Remote Tier 1 Support Representative
Working Solutions, LLC
08.2022 - 12.2022
- Troubleshot software via screen share and screen share applications
- Documented and noted support interactions for future reference.
- Offered customers discounts to reduce frustration and improve customer satisfaction.
- Communicated with Tier2 to provide additional support to customers.
- Used CRM systems to manage tickets and customer interactions.
- Provided software support across multiple platforms, including Android, Apple iOS, Mac, Windows.
- Provided expert knowledge of products and services being sold.
- Answered incoming customer questions via video call, phone call, and text chat.
- Maintained company standards when speaking with customers.
Office Administrator
MC Interiors Upholstery
02.2022 - 08.2022
- Maintained all front office interactions with vendors, customers, and staff.
- Managed client projects from start to finish.
- Used Google Suite Apps and Microsoft systems to manage and optimize operations.
- Monitored office supplies by checking inventory and placing orders every week with vendors.
- Evaluated operational practices and identified improvement opportunities to develop revisions for systems and procedures.
- Maintained online Etsy shop.
- Coordinated office and workshop schedules and disseminated important work information to employees.
- Provided customer account management from billing to project management.
- Collaborated with multiple teams such as accounting and labor to maintain project accuracy and timely completion.
Remote Tier 1 Support Representative
Front Point Solutions
09.2018 - 01.2022
- Responsible for providing Tier 1 computer technical support and escalating advanced tickets to Tier 2/Tier 3 team members.
- Handled 10+ technical calls/tickets daily, while maintaining 90%+ QA score.
- Initiated active listening techniques to ask educated questions and listen to customers to determine root cause of issues.
- Provided expert knowledge about company products and services.
- Remotely assisted users with technical questions and extensive troubleshooting with their systems.
- Helped maintain and update company knowledge base of customer interactions and troubleshooting methods with one hundred plus articles of Standard Operating Procedures(SOP).
Education
GED -
Maryland High school
01.2024
Skills
- Multiple CRM software experience
- Troubleshooting skills for systems and software
- Strong Windows systems expertise
- Mobile systems expertise
- Tech support skills
- Customer support skills
- Remote desktop software expertise
- Google Suite Apps
- 60 WPM
- Active listener
- Empathetic
- Strong team worker and independent management
- Critical thinking
- Customer centric
- Strong communication
- Proactive problem solver
Certification
CompTIA Security+ SY0-601 – 2022-06
Timeline
Remote Tier 1 Help Desk Representative
Lux Commercia
01.2023 - Current
Remote Tier 1 Support Representative
Working Solutions, LLC
08.2022 - 12.2022
Office Administrator
MC Interiors Upholstery
02.2022 - 08.2022
Remote Tier 1 Support Representative
Front Point Solutions
09.2018 - 01.2022
GED -
Maryland High school