R
Robert J Fisher-DeFlora
About
Detail
New York, United States
Contact Robert regarding:
Flexible work
Starting at
USD35/hour
Résumé
Jobs
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Website Technical Support SpecialistTransamericaAug 2022 - Current (4 years)• Exceptional customer service and interpersonal skills to provide an outstanding customer and agent experience. • Support multiple company external facing websites. ⦁ Provide technical support on website and system issues requiring basic knowledge of website functionality and browser/device support.Document all contacts, issues/resolutions, and associated actions. ⦁ Perform timely escalation of pending support-related issues to various departments for further analysis and resolution ⦁ Perform quality assurance and release review processes by following a test plan as outlined by the development team and management ⦁ Maintains open lines of communication; customers must receive a response to their query- Business continuity and disaster recovery TechnicianDattoFeb 2022 - Jul 2022 (6 months)• Seek successful resolution of customer inquiries received through multiple communication channels (Chat, phone, email, etc.)Deliver remote technical support for Partners. • Perform incident triage and first resolution • Working with Partner Network Attached Storage, Cloud Storage and Local Storage unifying backup with disaster recovery, SIRIS provides MSPs with a complete solution stack • Build ongoing relationships with partners • Answer system questions and provide workflow and implementation best practices • Maintain ownership of incidents until resolved or escalated for further research • Maintain ticket backlog per Datto service level agreement • Collaborate with leadership to improve skill sets and career development opportu
- Tier 2 iOS Senior SupportKellyConnectApr 2019 - Dec 2021 (2 years 9 months)• Connect with customer through phone and Chat, listen to client's description of their issue and their own diagnosis to come up with the best resolution • Deliver remote technical support for customers. • Assist clients with macOS and iOS software, printer, program, network and Apple ID issues • If the client's issue is beyond scope then transfer the client to the proper department • Document each client's case and enter them into the system • Working with engineering and providing CS Codes when appropriate
- Tier 2 iOS Senior SupportConcentrixMar 2018 - Mar 2019 (1 year 1 month)• Connects and communicates with clients using a chat portal or phone, recommending appropriate solutions based on the client's description of their issue and their own diagnosis • Deliver remote technical support for customers. • Assist clients with software, printer, program and network issues • If the client's issue is beyond scope then transfer the client to the proper department • Document each client's case and enter them into the system • Working with engineering and providing CS Codes when appropriate
- GCovert Dispatch AgentGeek Squad, Best BuyOct 2015 - Sep 2017 (2 years)• Connects and communicates with clients using a chat portal or phone, recommending appropriate solutions based on the client's description of their issue and their own diagnosis • Deliver remote technical support for consumers and small businesses • Assist clients with software, printer, program and network issues • If the client's issue is beyond scope then dispatch the client to the proper repair agent • Document each client's case and enter them into the system • Make sales, upsell and renew programs
- SRemote Service TechnicianSupport.com Inc.Jan 2014 - Oct 2015 (1 year 10 months)• Deliver remote technical support for consumers and small businesses. • Assist clients in the set-up, repair, and use of various electronic devices including personal computers, home networks, peripherals, tablets, smartphones, servers, networks, printers, game consoles, and other electronic devices. • Review and log tickets, completing incidents within recommended service times. • Maintain high customer satisfaction by providing quick and accurate service.
- BSalesmanB&B Furniture OutletSep 2012 - Jan 2014 (1 year 5 months)• Provided customer service through furniture sales. • Managed product inventory. • Resolved customer issues by replacing or discounting products. • Handled financial transactions and nightly deposits. • Performed product deliveries and set-up.
- TLawn Service TechnicianTru GreenJun 2011 - Jul 2012 (1 year 2 months)• Diagnosed, treated and cared for client lawns. • Educated clients on safe and proper lawn practice. • Handled client concerns appropriately ensuring client needs were continually being met. • Performed vehicle maintenance. • Achieved daily and weekly sales goals.
- MCrew LeaderMainscapeNov 2010 - Jun 2011 (8 months)• Operated and maintained heavy machinery. • Led and delegated a crew of 6+ employees. • Accomplished daily and weekly goals on a consistent basis.
- UCNC Operator – Custom Panels Technician – Cell LeaderUpstate DoorMar 2007 - Jun 2011 (4 years 4 months)• Programmed, operated, and maintained CNC machines. • Read and interpreted blue prints. • Managed inventory orders and records.
Education
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- SAssociate of ScienceSanford-Brown College OnlineSep 2012 - Nov 2014 (2 years 3 months)