Madlyne smith
Paris,TX
Summary
Dynamic Internet Technical Support Representative with proven expertise at Windstream Telecommunications. Skilled in advanced troubleshooting and customer service, I consistently enhanced client satisfaction and retention through effective communication and problem-solving. Recognized for accelerating issue resolution times and streamlining support processes, I thrive in high-pressure environments while maintaining professionalism.
Overview
21
21
years of professional experience
Work History
Internet Technical Support Representative
Windstream Telecommunications (through Temp}
03.2014 - 05.2016
- Provided prompt technical support to customers via chat and phone.
- Assisted users in troubleshooting hardware and software issues effectively.
- Documented customer interactions and solutions in ticketing system.
- Collaborated with team members to resolve complex technical problems.
- Supported continuous improvement initiatives by gathering user feedback.
- Resolved complex connectivity problems through thorough troubleshooting and effective communication with customers.
- Developed strong relationships with clients by consistently exceeding expectations in technical knowledge and problem-solving abilities.
- Managed a high volume of inbound calls while maintaining a professional demeanor under pressure.
- Boosted first-contact resolution rates through skillful assessment of client needs and identification of appropriate solutions.
- Accelerated issue resolution times using remote diagnostic tools when possible to minimize inconvenience for clients experiencing technical difficulties.
Internet Technical Support Representative
VERIO NTT Communication Company
03.1997 - 05.2002
- Assisted in new product rollouts by testing functionality, identifying potential issues, and providing feedback for improvement before release to customers.
- Utilized advanced problem-solving techniques to identify root causes behind recurring technical concerns, ultimately leading to long-term resolutions benefiting both the company and its clients.
- Expanded company''s reputation for excellent service through consistent demonstration of exceptional communication skills during client interactions.
- Championed customer retention efforts by providing consistently exceptional service, resulting in increased loyalty and positive feedback from clients.
- Streamlined the support process by creating clear and concise documentation of common issues and resolutions.
- Reduced repeat calls by effectively educating customers on self-help resources available online or via phone system prompts.
- Actively participated in ongoing training and certification programs to maintain a high level of expertise in the ever-evolving field of internet technology support.
- Collaborated with cross-functional teams to address recurring product or service issues impacting the overall customer experience.
- Increased customer satisfaction by providing timely and accurate technical support for internet-related issues.
- Used ticketing systems to manage and process support actions and requests.
- Managed high levels of call flow and responded to technical support needs.
- Set up hardware and software in optimal configurations to meet network performance requirements.
- Monitored network hardware operations to evaluate proper configuration.
- Diagnosed and executed resolution for network and server issues.
- Provided prompt technical support to customers via chat and phone.
- Assisted users in troubleshooting hardware and software issues effectively.
- Collaborated with team members to resolve complex technical problems.
- Accelerated issue resolution times using remote diagnostic tools when possible to minimize inconvenience for clients experiencing technical difficulties.
- Maintained a positive attitude while managing multiple customer inquiries.
Internet Technical Support Representative
Microsoft Iving,Texas Thru Temp Agency
03.1995 - 03.1996
- Educated customers on product features and optimal usage techniques.
- Participated in training sessions to enhance technical knowledge and skills.
- Maintained a positive attitude while managing multiple customer inquiries.
- Ensured a high level of customer satisfaction with prompt resolution of software, hardware, and network problems.
- Demonstrated adaptability by supporting customers with various levels of technical proficiency, tailoring explanations and instructions accordingly without sacrificing accuracy or effectiveness.
- Assisted in new product rollouts by testing functionality, identifying potential issues, an providing feedback for improvement before release to customers.
- Maintained up-to-date knowledge of industry trends, technologies, and best practices to provide accurate information to customers.
- MCP Windows 95 wrote some T/S knowledge Base
Education
Associate of Science - Associate of Computer Infomation Systems
Eastfield College
Mesquite, TX12-1993
Skills
- Remote support
- Ticket management
- Wireless networking
- Network diagnostics
- Software knowledge
- System configuration
- Security awareness
- Escalation management
- Advanced troubleshooting
- Operating systems
- Internet protocols
- Customer service
- Active listening
- Verbal and written communication
- Decision-making
- Desktop support
- Software installation
- Product troubleshooting
- Technical issues analysis
- Product knowledge
- Network configuration
- Issue troubleshooting
- Technical troubleshooting
- Hardware troubleshooting
- Ticket support system management
- Microsoft outlook
- Security protocols
- Application support
- Hardware diagnostics
- LAN/WAN
- Call center operations
- Customer success management
- TCP/IP
- Technical support
- System diagnostics
- Account updating
- Wide-area networks
- Videoconferencing
- Linksys
- MS office proficienctechnology]
- Teamwork
- Problem-solving
- Microsoft certified solutions associate (MCSA) certificate
- Problem-solving abilities
- Multitasking Abilities
- Reliability
- Excellent communication
- Troubleshooting skills
- Network support
Timeline
Internet Technical Support Representative
Windstream Telecommunications (through Temp}
03.2014 - 05.2016
Internet Technical Support Representative
VERIO NTT Communication Company
03.1997 - 05.2002
Internet Technical Support Representative
Microsoft Iving,Texas Thru Temp Agency
03.1995 - 03.1996
Associate of Science - Associate of Computer Infomation Systems
Eastfield College