Paramveer Birdi

• Supporting Apple technical calls including IOS, IPadOS and WatchOS with usual call drivers but not limited to apple id, passcodes, and account recovery.
• Providing optimal solutions tailored to the specific issue by directing and assisting the customer throughout the entirety of the resolution process.
• Optimized technical performance, resulting in a 15% decrease in query response time and improving overall call efficiency.
• Educated customers about billing, payment processing and support policies and procedures.

• Utilized resources such as knowledge base, websites and help desk tools to locate solutions
• Led training efforts to empower personnel to resolve technical issues without submitting support tickets, reducing service calls by 20%.
• Served as primary point of contact for triaging technical issues for printers.
• Reviewed technical guidelines to verify compliance with information security standards and best practices.

GPA: 3.4

Final percentage: 84%