Stephen McLaughlin
New York,NY
Summary
Dynamic IT Technical Support Specialist with KGM Consulting, adept at enhancing customer satisfaction through effective technical troubleshooting and conflict resolution. Successfully implemented new processes that improved efficiency and reduced costs. Known for delivering impactful training sessions and maintaining strong team collaboration, while consistently providing exceptional on-call support.
Overview
38
38
years of professional experience
1
1
Certification
Work History
IT Technical Support Specialist
KGM Consulting
New York, NY
10.2024 - Current
- Served as first point of contact for incoming technical service calls and emails.
- Referred major hardware or software problems or defective products to vendors or technicians for service.
- Assisted in the implementation of new technologies and systems to improve efficiency.
- Maintained positive working relationship with fellow staff and management.
- Developed and delivered training sessions to customers on how to use products more effectively.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Trained new support representatives on troubleshooting techniques and company support protocols.
- Maintained inventory of all IT equipment and supplies in use by the organization.
- Created and implemented new troubleshooting processes, improving efficiency and customer satisfaction while reducing costs.
- Participated in after-hours on-call rotation for critical support needs.
Customer Service Engineer
Avaya
New York
06.1987 - 10.2024
- Maintained positive working relationship with fellow staff and management.
- Supervised up to 12 Technicians in various large jobs
- Lead technician Morgan Stanley 2000-2024
- Assisted Morgan Stanley Engineers with Testing on New products into Morgan Stanley enviorement IPC Unighy Turrets, BT Turrets
- Maintained IPC Turret,Bt Turret,Cisco Phones, Avaya Phones,
- Collaborated with internal teams to ensure
- efficient resolution of customer issues.
- Interacted with customers through phone, email, online chat, and other communication channels.
Education
High School Diploma -
Sheepshead Bay High School
Brooklyn, NY05-1984
Skills
- Technical troubleshooting
- Customer training
- Team collaboration
- Critical thinking
- Conflict resolution
- Effective communication
- On-call support
- Problem-solving abilities
- IT project coordination
- Resolve technical problems
- Desktop support
- A certification
- Microsoft outlook
- Friendly and patient
- Issue escalation
Certification
- A+
- Net+
- Fiber Optics
Timeline
IT Technical Support Specialist
KGM Consulting
10.2024 - Current
Customer Service Engineer
Avaya
06.1987 - 10.2024
High School Diploma -
Sheepshead Bay High School
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