Jermaine Watson

● Assist and Support desktop software, PC/laptop hardware, desktop operating systems, printers, network access, telephones, mobile devices, remote connectivity, and other relevant technology.

● Assist with troubleshooting of peripheral hardware such as docking stations, printers, mice, keyboards, and monitors.

● Assist with troubleshooting of Microsoft Office 365 applications and licensing, including OneDrive, SharePoint, and Teams.

● Perform password resets on applicable systems and account access related calls

● Follow up on unresolved ticket status on behalf of the customer

● Assists users with computer hardware and/or software applications (e.g. website access,Web browser application, email setup, troubleshooting, etc.)

● Troubleshoot, analyze, resolve, track, escalate and document all incidents and requests.

● Assist with Network and troubleshoot network connectivity problems.

● Assists with troubleshooting for remote users using VPN

● Assist with onboarding of new users’ equipment setup

● Immediately escalate any issue identified as security-related.

● Document all aspects of the interaction in the ticketing system.

● Apply best practice troubleshooting techniques to identify problem, investigate cause, and recommend solution

● Keep customers informed of progress and status of calls/tickets throughout the resolution

● Resolve customer issues within an appropriate SLA MTTR timeframe or escalate to Tier II for resolution following documented escalation procedures and process

● Respond to and diagnose problems through discussions with users using problem recognition, research, isolation, and resolution steps

● Other duties outlined by the leadership team

• Provides technical assistance and support for incoming queries and issues related to computer systems, software, and hardware
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Walk agent customer through the problem-solving processes when needed
• Resolve’s technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems
• Follow up’s with customers to ensure issue has been resolved in a timely manner
• Great understanding of computer systems, mobile devices and other tech products
• Ability to diagnose and resolve technical issues
• Excellent communication skills
• Customer-oriented

• Responsible for providing technical assistance and support related to computer systems, hardware, or software
• Responds to queries, runs diagnostic programs, isolates problem, and determines and implements solution
• Serve as the first point of contact for customers seeking technical assistance over the phone or email
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Determine the best solution based on the issue and details provided by customers
• Walk the customer through the problem-solving processes
• Direct unresolved issues to the next level of support personnel
• Provide accurate information on IT products or services
• Record events, problems, and resolutions within Service Desk
• Follow-up and update customer status and information
• Windows 7, Mac OS X, Google Collaboration Apps and Office 365
• Active Directory maintenance
• Mac and PC hardware, Printers, scanners, computer peripherals, Mobile devices (iOS, Android)

• Taking initial telephone or email inquiries and troubleshooting and managing relatively simple hardware, software or network problems
• Walk the customer through the problem-solving processes
• Direct unresolved issues to the next level of support personnel
• Provide accurate information on IT products or services
• Record events, problems, and resolutions within Service Desk
• Follow-up and update customer status and information
• Windows 7, Mac OS X, Google Collaboration Apps and Office 365
• Active Directory maintenance
• Mac and PC hardware, Printers, scanners, computer peripherals, Mobile devices (iOS, Android)
• Client PC connectivity, ethernet, TCP/IP, and VPN
• Responsible for providing technical assistance and support related to computer systems, hardware, or software
• Responds to queries, runs diagnostic programs, isolates problem, and determines and implements solution
• Serve as the first point of contact for customers seeking technical assistance over the phone or email
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Determine the best solution based on the issue and details provided by customers

• Company Overview: Quality Assurance Division
• Ensuring the delivery of consistent, high-quality service
• By maintaining rigorous standards and providing constructive feedback to agents
• Establishing internal quality standards: Setting clear, measurable standards that align with the company’s goals and ensure a consistent approach to customer service
• Quality monitoring of customer interactions across channels: Regularly monitoring calls, emails, live chats to assess the quality of service that agents provide
• Performing QA evaluations: Conducting thorough evaluations of customer interactions to identify strengths and areas for improvement in agent performance
• Giving feedback to agents: Providing constructive feedback, highlighting their strengths and offering personalized training sessions to help them learn and improve
• Identifying training requirements: Analyzing and spotting patterns in agent performance to create training that addresses skill gaps and enhances service delivery
• Analyzing and reporting on QA metrics, KPIs, and overall call center performance: Analyzing data and generating reports on key performance indicators (KPIs) and overall call center performance to track progress and identify trends
• Ensuring a positive, development-focused culture: Fostering a positive, friendly culture of continuous improvement and professional development, encouraging agents to strive for excellence in every interaction
• Quality Assurance Division

• Served as the first point of contact for customers seeking technical assistance over the phone or email
• Performed remote troubleshooting through diagnostic techniques and pertinent troubleshooting
• Carefully listened to customer to understand customer issues
• Troubleshot issue to isolate issues (iCAD)
• Utilized available resources to identify appropriate solutions for customers
• Explain product features and benefits, answering questions and setting proper expectations for customer inquiries
• Ensure customer satisfaction through effective call resolution
• Windows 7, Mac OS X, Google Collaboration Apps and Office 365
• Dispatched Technicians for On-Site troubleshooting