Kyle Moscoso

· Resolved product-related technical incidents, diagnosed and troubleshot hardware, software, and network issues.

· Increased customer satisfaction by providing exceptional support and resolving issues quickly.

· Delivered support training to help customers learn key features of applications.

· Responded to customer inquiries and provided technical assistance over phone and via e-mail.

· Researched and identified solutions to technical problems.

· Created user accounts and assigned permissions.

· Addressed technical issues and guided end users through resolution.

· Efficiently resolved support cases and collaborated across departments for issues beyond the support scope.

· Worked well in a team setting, providing support and guidance.

· Assisted with updating user manuals, technical documentation, and technical training manuals.

· Promoted from SOC Agent to Support team in 2017. Safeguarded clients by identifying, reporting, and tracking malicious websites to prevent phishing attacks.

• Managed the process of PCs returned for warranty service
• Maintained the CRM, enabling real-time visibility into the status of the system repair process
• Also acted as the senior technician for the small department.
• Collaborated with internal teams to streamline operations across materials handling, production, and shipping.
• Interpreted work order information and specifications to plan, schedule and complete jobs precisely.
• Supervised ongoing daily production phases.
• Oversaw loading and unloading of packages in warehouse.
• Enhanced operational efficiency by implementing streamlined processes and procedures in the depot.
• Identified issues, analyzed information and provided solutions to problems.