Steven Owen
Toronto,ON
Summary
- Capable Technician experienced in helping users correct problems with computer systems, mobile devices and peripheral equipment. Knowledgeable about usability and security concerns. Comfortable working alone to successfully investigate and troubleshoot problems.
- Friendly Technical Support Representative keen to help customers maximize product impact and usability. Amiably replies to all customer queries and consistently resolves client issues. Committed to improving user satisfaction numbers and supporting return patronage across all supported products.
- Dependable Technician with 7 years of helpdesk experience. Successfully assists end-users with complex technical issues. Communicates complicated concepts clearly and professionally handles wide-ranging questions.
- Capable Technician experienced in helping users correct problems with computer systems, mobile devices and peripheral equipment. Knowledgeable about usability and security concerns. Comfortable working alone to successfully investigate and troubleshoot problems.
- Personable and dedicated Customer Service Representative with extensive experience in I.T Service 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.
- Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
- Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience.
- Recent graduate with excellent research, technical and problem-solving skills. Detail-oriented and able to learn new concepts quickly from the Cybersecurity Bootcamp.
Overview
2
2
years of professional experience
1
1
Certification
Work History
Technical Support Representative
Visual Information Products
Toronto, ON
02.2022 - Current
- Provided technical assistance to customers through phone, email and chat support.
- Troubleshot customer inquiries related to software and hardware issues.
- Resolved escalated customer service issues in a timely manner.
- Assisted customers with installation of new hardware and software applications.
- Diagnosed system errors and implemented solutions to resolve them.
- Maintained detailed records of customer interactions and transactions.
- Identified potential areas for improvement in existing products or services.
- Monitored customer feedback to ensure high levels of satisfaction.
- Created reports on customer complaints and feedback for management review.
- Ensured compliance with company policies and procedures regarding technical support operations.
- Recommended upgrades or additional features that could enhance user experience.
- Utilized remote access tools to connect remotely with customers' systems when necessary.
- Provided training and guidance to junior staff members as needed.
- Conducted research into product-related issues, identified solutions, and provided accurate information to customers.
- Performed regular maintenance checks on customers' systems.
- Developed system documentation, user manuals, FAQs, troubleshooting guides.
- Collaborated with other departments such as sales, marketing, engineering., as required.
- Documented all activities related to technical support including processes, updates, changes made.
- Analyzed data from customer surveys to identify trends in customer needs and requests.
- Assessed the impact of proposed changes on existing systems prior to implementation.
- Participated in special projects as assigned by management team.
- Handled customer service issues by providing guidance or escalating for advanced support.
- Assisted customers with various types of technical issues via email, live chat and telephone.
- Served as first point of contact for incoming technical service calls and emails.
- Walked customers through common phone hardware and software configurations to maximize service functionality.
- Demonstrated advanced product knowledge to solve customer issues.
- Supported customers with online billing, access and account issues.
- Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
- Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.
- Resolved record-breaking backlog of support tickets following major system malfunction.
- Dispatched vendors to perform onsite service to mitigate problems beyond scope of telephone troubleshooting.
- Monitored support activity trends to create problem resolution and solution reports.
- Delivered local and remote Tier 1 IT support for hardware and software to company personnel.
- Increased technical knowledge by reading trade publications, operating manuals and diagnostics information.
- Used proactive monitoring procedures and tools to identify problem prevention opportunities.
- Stayed abreast of latest software developments to enhance job knowledge.
Education
Graduate Certificate - Cyber Security Bootcamp
University of Toronto
Toronto, ON01-2024
Bachelor of Science - Information And Communication Technology
Amity University
Uttar Pradesh, India03-2013
Advanced Diploma - IATA Electronic Booking Tools
Career Institute
Kampala, Uganda01-2012
Skills
- Information Protection
- Customer Service
- Performance Testing
- Technical Support
- Data Recovery
- Application Support
- Hardware Diagnostics
- User Support
- Software Installation
- Complaint Resolution
- Training Abilities
- Account Updating
- Antivirus Software
- System Administration
- Appointment Scheduling
- Operating Systems
- Security Protocols
- Hardware and Peripherals
- DHCP/DNS Ethernet and Firewall Proficient
- Linux Programming and Administration
- Windows XP/Vista
- Call Center Operations
- Product Troubleshooting
- Technical Troubleshooting
- Technical Documents Comprehension
- Remote Support
- Hardware Upgrades
- LAN/WAN
- Account Management
- Microsoft Outlook
- Application Installations
- Network Configuration
- MS Office Proficiency
- Issue Troubleshooting
Certification
- Hikvision Certified Systems Associate
Languages
English
Full Professional
Swahili
Limited
Affiliations
- I cultivate relationships with people from different backgrounds and interests, fostering a diverse network that reflects my own multifaceted personality.
- I am currently pursuing a Security Plus Certification before I can proceed to Coud security and computing.
References
References available upon request.
Timeline
Technical Support Representative
Visual Information Products
02.2022 - Current
Graduate Certificate - Cyber Security Bootcamp
University of Toronto
Bachelor of Science - Information And Communication Technology
Amity University
Advanced Diploma - IATA Electronic Booking Tools
Career Institute
Similar Profiles
Ashley ChambersAshley Chambers
Visual Information Specialist at US Army Garrison Fort Riley Visual Information (This is a federal job)Visual Information Specialist at US Army Garrison Fort Riley Visual Information (This is a federal job)
Tal LivneTal Livne
Head of Product at Syte AI | Products Discovery Platform, Visual AIHead of Product at Syte AI | Products Discovery Platform, Visual AI
Tyler RustTyler Rust
Marketing & Sales Coordinator at United Visual ProductsMarketing & Sales Coordinator at United Visual Products
Anmol FarishtaAnmol Farishta
Tutor at TutorTutor at Tutor
Jose Alfonso TaboadaJose Alfonso Taboada
Content Curator at Score Media & GamingContent Curator at Score Media & Gaming