MAX BUI

IT Support Engineer

Prestige IT Soutions Ltd

Mangere, Auckland

06.2007 - Current

Developed and delivered training sessions to customers on how to use products more effectively.
Resolved escalated customer service requests as needed in order to ensure successful resolution of customer complaints.
Conducted remote diagnostics to identify and solve technical problems.
Worked with internal teams to deliver accurate information to customers and service accounts.
Analyzed system logs, identified potential issues, and implemented solutions in a timely manner.
Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements.
Maintained records of data communication transactions, problems, and remedial actions or installation activities.
Used remote login tools to assist clients with technical and product questions.
Supervised and directed workers engaged in installation of data communication equipment and software.
Assisted customers with password resets, account unlocks, and security settings adjustments.
Managed the configuration and setup of customer accounts and systems.
Assisted customer in understanding products, components and systems using technical demonstration.
Handled customer service issues by providing guidance or escalating for advanced support.
Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
Assisted customers with various types of technical issues via email, live chat, and telephone.
Developed and maintained user accounts, permissions, and access rights.
Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.
Set up equipment for employee use, performing or properly installing cables, operating systems or software.
Escalated complex issues to senior technical staff, ensuring proper follow-through until resolved.
Provided guidance to junior team members while developing their skillsets in the field of IT Support Engineering.
Maintained positive working relationship with fellow staff and management.
Configured routers and switches according to organizational specifications.
Managed daily backup processes for all servers using enterprise-level backup and recovery software solutions.
Maintained up-to-date knowledge of the latest technology trends, tools, and best practices in technical support.
Installed and performed minor repairs to hardware, software or peripheral equipment.
Provided technical support to end-users on a variety of computer software and hardware issues.
Provided technical support to users by troubleshooting hardware and software issues.
Provided technical support and troubleshooting services to end-users experiencing hardware and software issues.
Delivered local and remote Tier 1 IT support for hardware and software to company personnel.
Walked customers through common phone hardware and software configurations to maximize service functionality.
Answered user inquiries to resolve computer software or hardware operation problems.
Monitored and responded to support tickets in a timely manner, prioritizing based on urgency and impact.
Increased technical knowledge by reading trade publications, operating manuals and diagnostics information.
Trained new support representatives on troubleshooting techniques and company support protocols.
Supported customers with online billing, access, and account issues.
Resolved customer problems via phone, email, and chat, ensuring timely and effective solutions.
Guided customers through step-by-step solutions in a clear and concise manner.
Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
Maintained updated knowledge through continuing education and advanced training.