RALPH JEAN

• Demonstrated in-depth expertise in Datto’s BCDR solutions, with a strong understanding of its functionalities, use cases, and system capabilities.
• Successfully executed server recovery during disaster recovery events by employing advanced restoration techniques such as file recovery, virtualization, and image export.
• Skillfully troubleshot complex issues within backend Linux environments, ensuring system reliability and peak performance through effective problem-solving.
• Consistently surpassed Service Level Agreements (SLAs) by quickly resolving ticketed issues, resulting in high customer satisfaction and efficient service delivery.

• Ensured client satisfaction by creating support tickets for timely resolutions.
• Achieved high first-call resolution rates through effective hardware/software troubleshooting.
• Maintained operational efficiency by repairing desktops, laptops, and accessories.
• Minimized downtime by ordering replacement parts cost-effectively and promptly.
• Executed software installations, enhancing system performance and user experience.
• Optimized issue resolution by submitting escalations to higher support tiers.

• Conducted outbound calls, generating new leads and expanding the customer base.
• Maintained accurate filing of credit reports, ensuring compliance and data integrity.
• Provided exceptional customer service, resolving queries to improve client relations.

• Handled customer service tasks, including filing claims and replacing credit cards, ensuring accuracy.
• Resolved billing issues efficiently, enhancing customer satisfaction and retention.
• Utilized problem-solving skills to address complex customer inquiries, reducing resolution time.
• Collaborated with team members to streamline processes, leading to improved service delivery.

• Achieved 90% first-call resolution rate by efficiently resolving network and device issues.
• Ensured billing accuracy and customer satisfaction through diligent account updates.
• Contributed to 15% customer retention increase by delivering technical support for service issues.
• Maintained service quality above 85% goal, enhancing overall customer experience.