Tengda Pan
Summary
Qualified Advanced Technical Support Specialist with 2 years of helpdesk and customer service experience. Provides comprehensive Surveillance System support. Adept at engaging customers by identifying issues and streamlining steps to effectively resolve technical issues. Practiced troubleshooter with excellent diagnostics and repair abilities, strong attention to detail and methodical approach. Expert Team Viewer and Surveillance System Content Management Software user. Boosts system performance by thoroughly evaluating and correcting different hardware and software issues. Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems.
Overview
3
3
years of professional experience
Work History
Technical Support Specialist
Galaxy Security Corporation
06.2021 - Current
- Provided high-level technical support by resolving inquiries by phone, e-mail and web consistent with department and team service levels and goals.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Documented support interactions for future reference.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
Education
Associate of Applied Science - ELECTRONICS ENGINEERING TECHNICIAN
Centennial College of Applied Arts And Technology
Scarborough, ON06.2021
Skills
- Hardware Upgrades
- Customer Experience Management
- Software Debugging
- Debugging
- Technical Troubleshooting
- Application Installations
- Telecommunications
- User Training
- Software Installation
- Customer Support
- Desktop Support
- Mobile Device Management
Languages
English
Professional Working
Chinese (Mandarin)
Native or Bilingual
Timeline
Technical Support Specialist
Galaxy Security Corporation
06.2021 - Current
Associate of Applied Science - ELECTRONICS ENGINEERING TECHNICIAN
Centennial College of Applied Arts And Technology
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