William Algeo
Help Desk/IT Support
Berlin,MD
Summary
Client Technical Support Associate offering 23 years in technical support and customer care. Accurately responded to various customer questions, concerns and technical needs. Consistently maintained professional demeanor and applied customer service methods to assist customers.
Helpful Client Technical Support Associate assisting end-users with computer, hardware and system problems. Reducing issues in helpdesk environment. Communicate complex concepts clearly.
Personable and dedicated Customer Service Representative with extensive experience in publishing sales industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience.
Overview
23
23
years of professional experience
Work History
Client Technical Support Senior Associate
Bloomberg Industry Group
Arlington, VA
12.2000 - Current
- Provided technical support to clients and customers via phone, email, and chat.
- Assisted in troubleshooting complex client issues on multiple platforms.
- Resolved customer inquiries and escalated problems when necessary.
- Maintained detailed records of customer interactions and transactions.
- Developed technical solutions for resolving client issues quickly and efficiently.
- Created comprehensive documentation for each customer interaction.
- Monitored incoming customer service requests and assigned tasks accordingly.
- Performed system maintenance tasks including software installation and updates, hardware diagnostics.
- Responded promptly to customer inquiries regarding product features and functionality.
- Analyzed data trends to identify potential areas of improvement in the technical support process.
- Identified opportunities to improve client experience through better use of technology or processes.
- Collaborated with other departments to ensure successful resolution of client issues.
- Participated in brainstorming sessions to generate ideas for improving the efficiency of the technical support team.
- Provided feedback on existing tools and systems used by the technical support team.
- Documented procedures for responding to common client inquiries or complaints.
- Tested new products prior to release to verify compatibility with existing systems.
- Utilized problem-solving skills to develop innovative solutions for difficult customer scenarios.
- Developed forward-thinking solutions to expected technical issues.
- Assisted end users with diagnostics to resolve issues.
- Opened service tickets for clients, documenting user information and description of problem.
- Assisted customers with instructional support and product troubleshooting.
- Supported customers with password resets and account customization.
- Resolved Level 1 technical issues with software, hardware and peripherals.
- Fielded help desk customer questions and fulfilled requests.
- Collaborated with customer service and sales colleagues to resolve issues.
- Documented issues in bug tracking system for reporting.
- Set up new user accounts, profiles and passwords to enable employees to gain network access.
- Maintained positive working relationship with fellow staff and management.
- Answered user inquiries to resolve computer software or hardware operation problems.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Set up equipment for employee use, performing or properly installing cables, operating systems or software.
- Read technical manuals, conferred with users or conducted computer diagnostics to investigate and resolve problems.
Education
High School Diploma -
Rockville High School
Rockville, MD06.1981
Skills
- Software Configuration
- Technical Troubleshooting
- Customer Education
- Technical Support
- Service Ticket Tracking
- End-User Assistance
- Customer Service
- User Support
- Application Support
- User Training
- Help Desk Support
- Software Evaluation
- Microsoft Windows and Office
- Call Center Operations
- Verbal and Written Communication
- Employee Computer Support
Timeline
Client Technical Support Senior Associate
Bloomberg Industry Group
12.2000 - Current
High School Diploma -
Rockville High School
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