Monicqua Willis

• Assisted customers with 90% of troubleshooting issues encountered using hardware or software, providing actionable tips to resolve problems.
• Maximized use of hardware and software by training users and interpreting instructions.
• Gathered pertinent data, identified and evaluated options, and recommended effective courses of action to solve hardware and network issues.
• Developed comprehensive documentation to assist team members in troubleshooting complex technical problems.
• Evaluated system potential by testing compatibility of new programs with existing programs.

• Maintained expert knowledge of company products and services through regular participation in product training sessions and staying current on industry trends.
• Managed approximately 150 daily incoming calls, emails, and faxes from customers and technicians.
• Boosted first-call resolution rates by proactively addressing potential future issues during initial customer interactions.
• Enhanced customer satisfaction by resolving technical issues through phone, email, and chat support.
• Facilitated seamless software updates by conducting pre-release testing, identifying bugs, and providing detailed reports to development teams.
• Reduced repeat calls by explaining complex technical concepts clearly to non-technical customers.

Collaborated with 50% of IT department to ensure seamless integration of new software and hardware into existing infrastructure, minimizing user issues.

• Delivered exceptional service to clients by patiently addressing concerns and troubleshooting problems effectively.
• Optimized customer experience by delivering superior services and effectively troubleshooting issues.
• Increased customer satisfaction by addressing and resolving complaints in timely manner.