•Resolve every issue that escalated from Helpdesk first engaging the
customer directly and assembling the situation first hand.
•Interact with other departments with in the organization as needed to
resolve an issue.
•Analyzed and reported problems or issues to the product management
group so that they can be addressed in future releases.
•Evaluating current processes and suggesting changes.
•Ensuring teams have the tools and resources they need to complete
their jobs.
•Overseeing employee performance to make sure it matches their
objectives.
•Reporting to leadership on department progress and performance.
•Proven ability to learn quickly and adapt to new situations.
•Worked well in a team setting, providing support and guidance.
•Passionate about learning and committed to continual improvement.
•Learned and adapted quickly to new technology and software
applications.
•Managed AT&T digital platform for TV and digital phone services,
ensuring efficient troubleshooting.
•Got awarded for the best team lead for AT&T.
•Achieved monthly sales targets consistently by implementing effective
sales strategies and maintaining a high level of product knowledge.
•Assisted with day-to-day operations, working efficiently and
productively with all team members.
ADAM S
Lead
Master of Arts, Arabic,01/2004to01/2006
New College- Chennai
Bachelor of Arts, Arabic,01/2000to01/2003
Madras University- Chennai
Support Specialist, 01/2014 to 12/2014
SAFRAIN CONSULTANCY - Chennai, India •Handled Arabic Speaking
Managers by providing resolution to their
issues communicating to them via Arabic and English
•Provided comprehensive reporting on recruitment activities to senior
management, highlighting successes and areas for improvement.
•Managed end-to-end recruitment process, from job requisition to
onboarding, ensuring positive candidate experience throughout.
•Got recognized and certified as Best Employee in Excellence by McAfee
•Got awarded for the top performer award by Verizon
•Got awarded for the best team lead for AT&T
Support Technician, 01/2008 to 01/2013
SUTHERLAND GLOBAL SERVICES - Chennai, India
DELL CANADA - TECH SUPPORT
•Assisted customers by diagnosing problems and providing resolutions
for Technical and service issues.
•Performed work in accordance to standardized policies and
procedures.
•Responsible for providing voice support for international customers on
operation or maintenance of Dell Products.
•Responsible for customer satisfaction though effective handling of
customers problems.
•Assisted customers with any problems they encounter while using
McAfee products, such as errors during installation, software conflicts,
or performance issues.
MCAFEE-VERIZON TECH SUPPORT
•Helping customers resolve compatibility issues between McAfee
software and other applications or operating systems.
•Walked individuals through basic troubleshooting tasks.
•Trained junior technicians to improve their technical skills and
increase overall team productivity.
•Identify the virus and remove threats from customer computer system.
•Helping customers resolve compatibility issues between McAfee
software and other applications or operating systems.
•Assisted customers with any problems they encounter while using
McAfee products, such as errors during installation, software conflicts,
or performance issues.
•Configured hardware, devices, and software to set up work stations for
employees.