Philemon Isoa
Houston,TX
Summary
Agile Technical Support adapts to providing services via phone, email, remote desktop systems and more. Committed to successfully resolving all issues and complaints to support business continuity and operational throughput. Dynamic manager of company-wide technical health and technological integrity.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Tier 2 Technical Support Specialist
Asurion
Houston, TX
11.2018 - Current
- Assisted customers in identifying issues and explained solutions to restore service and functionality
- Replied to customer queries via email, messaging systems and support ticket platforms.
- Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
- Supported department efforts to develop and maintain systems.
- Explained technology-related details in easy-to-understand terms to individuals from different backgrounds and in various job positions.
- Reviewed software code to Identify and resolve customer issues in software.
- Analyzed network traffic using industry-standard tools to diagnose application stability and performance issues.
- Support end-users in their use of applications such as Microsoft Office, VPN, Citrix, MVA and MDM (mobile device management)
- Demonstrated technical skills in systems management, security, service management, applications and networking and solved complex problems according to established procedures and industry best practices.
- Provided support via remote desktop software, diagnosing customer issues over private and public networks.
Lead Technical Specialist
Praxair Welding and Supply
Houston, TX
08.2017 - 11.2018
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Built and utilized reporting systems to keep customers and management in loop with latest information.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded proactively and positively to rapid change.
- Managed minimum of 9 companies supply projects each year while maintaining adherence to budget, schedule and scope requirements.
- Troubleshot and updated client software and applications.
- Participated in designing diagnostics and quality assurance frameworks to analyze completed solutions.
Field Service Technician
AT&T
Houston, TX
11.2015 - 08.2017
- Performed on-site installation, routine maintenance and minor repairs to systems.
- Wrote detailed service reports describing work completed, issues and recommendations.
- Delivered outstanding customer service on field visits to meet corporate guidelines.
- Operated hand tools and power equipment according to corporate safety procedures.
- Diagnosed and repaired mechanical issues according to industry standards.
- Analyzed equipment data to isolate and diagnose faults.
- Drove and maintained company vehicle, keeping in peak condition.
- Explained and demonstrated equipment operations to customer.
Education
High School Diploma -
BBA - Business Administration
Certification
- CSM - Online Course in Scrum (Coursera) scrum master certification by scrum alliance
- JIRA and Miro certified
Skills
- ACSS, CITRIX, SOLUTO, MIRO knowledge
- Multitasking Fast learner
- Comprehensive skills Self-management
- Strong Communication skills Resolving Conflict
- Time Management
- Proficient in Word, Power point, Microsoft
- Team Member Training
- Positive and Friendly
- Decision making
- Upselling Products and Services
- Root Cause Analysis
- System Troubleshooting
- System Configuration Changing
- Network Operational Enhancements
- System Performance Assessment
- Reliable
Timeline
Tier 2 Technical Support Specialist - Asurion
11.2018 - Current
Lead Technical Specialist - Praxair Welding and Supply
08.2017 - 11.2018
Field Service Technician - AT&T
11.2015 - 08.2017
ST Patrick High School - High School Diploma,
Ambrose Alli University - BBA, Business Administration
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