Tobey Dike
Ajax,ON
Summary
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
5
5
years of professional experience
1
1
Certification
Work History
Technical Support Representative
KW Habilitation
05.2021 - Current
- Assist agents with customer interaction on situations requiring special handling
- Monitor system performance and initiate actions to correct system problems
- Enforced regulatory and company policy compliance to improve workplace and employee safety and readiness.
- Used ticketing systems to manage and process support actions and requests.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Monitored systems in operation and quickly troubleshot errors.
- Created user accounts and assigned permissions.
Technical Support Representative
Majorel
06.2019 - 03.2021
- Respond to customer inquiries via phone, email, and chat, diagnosing technical issues and providing effective solutions.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Documented support interactions for future reference.
- Used ticketing systems to manage and process support actions and requests.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Troubleshoot software problems, hardware malfunctions, and network connectivity issues, ensuring timely resolution.
- Create and update knowledge base articles, contributing to the improvement of self-service support resources.
- Collaborate with cross-functional teams to resolve complex issues and communicate updates to customers.
- Escalate critical issues to Tier 2 support, providing thorough documentation and assisting in issue resolution.
Customer Service Representative
Conestoga College
09.2018 - 02.2019
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Processed customer service orders promptly to increase customer satisfaction.
- Utilized customer service software to manage interactions and track customer satisfaction.
Education
Graduate Diploma - Project Management
Conestoga College Institute of Technology And Advanced Learning
Kitchener, ON08.2021
Graduate Certificate - Business Analysis
International Institute of Business Analysis
Pickering, ON04.2021
Bachelor of Science - Computer Science
Imo State University
Abuja, Nigeria09.2019
Skills
- Key Performance Indicators (KPIs)
- IBM Servers
- ERP Systems
- 5S Principles
- Shipment Processing
- Project Planning
- Inventory Coordination
- Troubleshooting and Assistance
- Business Management and Development
- Negotiation and Conflict Resolution
- Scheduling and Coordinating
- Managing Operations and Efficiency
- Technical Proficiency
- Administration and Reporting
Certification
- Certified Salesforce Administrator
- CBAP - Certified Business Analysis Professional
- Certified Scrum Master
- Certified PMP-Project Management Professsional
Timeline
Technical Support Representative
KW Habilitation
05.2021 - Current
Technical Support Representative
Majorel
06.2019 - 03.2021
Customer Service Representative
Conestoga College
09.2018 - 02.2019
Graduate Diploma - Project Management
Conestoga College Institute of Technology And Advanced Learning
Graduate Certificate - Business Analysis
International Institute of Business Analysis
Bachelor of Science - Computer Science
Imo State University
- Certified Salesforce Administrator
- CBAP - Certified Business Analysis Professional
- Certified Scrum Master
- Certified PMP-Project Management Professsional
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