Martin Tamga
Summary
Multi-talented Support Specialist effective at managing information, technical concerns and team member support needs with speed and efficiency. Self-directed and knowledgeable with excellent relationship building and critical thinking skills. Bringing 7 years of experience in technology.
Overview
9
9
years of professional experience
2
2
Certification
Work History
Technical Product Support Specialist
Roche Diagnostics Corporation
07.2021 - Current
- Served as the primary support liaison between the company and customers, resolving Rapid Antigen-related issues
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Documented customer interactions and contact information into company database.
- Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
- Documented customer inquiries and resolutions in a ticketing system.
- Provided technical support to customers via phone and email.
- Implemented preventive measures to mitigate potential risks or threats.
- Ensured compliance with company policies regarding security protocols.
- Maintained up-to-date knowledge of software and technical developments through reading and training.
- Documented repair processes and helped streamline procedures for future technical support actions.
- Balanced a high call volume while efficiently completing assigned tasks
- Maintained positive working relationship with fellow staff and management.
- Fostered meaningful interactions that promoted strong relationships and contributed to the company's overall success.
Intel Computers Retail Sales Specialist
ActionLink
08.2021 - 09.2023
- Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
- Troubleshot system issues related to network connectivity, software installation and configuration, printing.
- Resolved hardware issues including replacing parts as necessary.
- Installed and configured hardware, software, systems, networks, printers, and scanners.
- Provided technical support to users via telephone or remote access.
- Disassembled computer systems to troubleshoot and resolve hardware issues.
- Managed inventory of IT assets such as laptops, desktops, servers and peripherals.
- Performed troubleshooting on networking and connectivity issues to restore connections and network access.
- Set up user profiles on local machines according to established standards.
- Created documentation for common IT tasks such as troubleshooting steps for various types of problems.
- Responded to assistance requests from users and directed individuals through basic troubleshooting tasks.
- Maintained user accounts in Active Directory and Exchange Server environments.
- Conducted routine maintenance on servers and systems, keeping networks fully operational during peak periods.
- Answered questions about current promotions and resolved issues according to store policies.
- Cross-sold products to boost overall sales purchases.
- Read technical manuals or attended conferences and seminars to maintain knowledge of hardware and software.
- Maintained records of data communication transactions, problems, and remedial actions or installation activities.
- Read technical manuals, conferred with users, or conducted computer diagnostics to investigate and resolve problems.
Data Analyst
Apple Inc
12.2019 - 06.2021
- Analyzed data using statistical techniques per Apple standards
- Modified and edited business information and locations via Apple Maps Software
- Conducted outbound calls regarding case issues and collected information for various businesses and vendors
- Developed and implemented database maintenance while adhering to Apple data collection system guidelines
- Conducted detailed research from primary and secondary sources
- Identified, analyzed, and interpreted trends or patterns for complex data sets
- Collaborated with staff to optimize systems.
Customer Service Specialist
Genpact (Goldman Sachs)
12.2018 - 11.2019
- Partnered with clients and managers to clarify complaints and deliver resolutions
- Assisted clients with account financials, made credit adjustments as needed, and conducted transfers and deposits
- Recommended different financial resources to assist clients with their financial journey
- Analyzed and sorted through data to ensure accuracy and documentation
- Assisted clients with various account tasks.
Data Center Technician
St. Francis Healthcare
01.2017 - 11.2018
- Identified, classified, analyzed, resolved, documented, and managed systems hardware and software problems
- Collaborated with IT teams and coordinated problem-solving techniques
- Utilized troubleshooting methodology to assist various IT teams in analyzing and resolving Data Center issues
- Followed established guidelines and procedures for documenting and tracking problems and incidents
- Monitored data center systems and navigated multiple operating systems.
Customer Service Specialist
Medstar Healthcare
11.2014 - 10.2016
- Partnered with patients and managers to clarify complaints and deliver resolutions
- Resolved customer concerns, assisted with claims, reimbursements, and other medical-related expenses
- Assisted patients with medical account financials, making adjustments as needed
- Recommended different resources for patients to resolve complaints and claim issues
- Attended quarterly trainings and service workshops to maintain knowledge of new company guidelines and standards.
Education
Bachelor of Science: Interdisciplinary Studies - Information Systems, Business Administration, Communications, and Computer Science
Stevenson University
01.2019
High School Diploma -
Paint Branch High School
01.2015
Skills
- Debugging
- Customer Relationship Management
- Support Services
- Troubleshooting and Diagnostics
- Hardware Troubleshooting
- Data Compiling
- Recordkeeping Skills
- Helpdesk Operations
- Remote Support
- Application Support
- Incident Management
- Software Troubleshooting
- Application Installations
- Cloud Computing
- Cybersecurity
- Hardware Configuration
- Hardware Troubleshooting
- Help Desk
- IT Support
- Linux
- Mac Support
- Mobile Device Support
- Networking
- Operating Systems
- Software Troubleshooting
- System Backup And Recovery
- Systems Administration
- Virtualization
Certification
- CompTia A+ ce Certification
- CompTia Network + Certification
Timeline
Intel Computers Retail Sales Specialist
ActionLink
08.2021 - 09.2023
Technical Product Support Specialist
Roche Diagnostics Corporation
07.2021 - Current
Data Analyst
Apple Inc
12.2019 - 06.2021
Customer Service Specialist
Genpact (Goldman Sachs)
12.2018 - 11.2019
Data Center Technician
St. Francis Healthcare
01.2017 - 11.2018
Customer Service Specialist
Medstar Healthcare
11.2014 - 10.2016
Bachelor of Science: Interdisciplinary Studies - Information Systems, Business Administration, Communications, and Computer Science
Stevenson University
High School Diploma -
Paint Branch High School