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@ -6,12 +6,12 @@ draft: false |
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{{% resume/section "Summary" %}}<!--- {{{ --> |
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{{% resume/section "Summary" %}}<!--- {{{ --> |
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Customer-focused Technical Support professional with |
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Tier 1/2 experience, strong de-escalation and clear |
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communication skills, and a track record of faster |
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first response, fewer escalations, and tighter SLAs. |
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Comfortable handling high-throughput ticket queues, |
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documenting fixes into KBs, and translating technical |
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Customer-focused call centre professional with |
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Tier 1/2 support experience, de-escalation, and clear |
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communication, delivering faster first response, |
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fewer escalations, and shorter resolution times. |
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Comfortable handling high-volume phone/chat/email queues, |
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documenting solutions in a knowledge base, and translating |
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issues into plain language for non-technical users. |
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issues into plain language for non-technical users. |
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{{% /resume/section %}}<!--- }}} --> |
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{{% /resume/section %}}<!--- }}} --> |
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@ -21,7 +21,7 @@ issues into plain language for non-technical users. |
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{{% resume/work-experience name="Red Hat" |
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{{% resume/work-experience name="Red Hat" |
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title="Technical Support Engineer Intern (Tier 1/2)" |
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title="Technical Support Engineer Intern (Tier 1/2)" |
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languages="Ticketing/Triage, Knowledge Base Writing, De-escalation" |
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languages="Ticketing/Triage, Knowledge Base Writing, De-escalation" |
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date="May 2023 — Aug 2024" %}} |
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date="Aug 2023 — Aug 2024" %}} |
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- Delivered **Tier 1/2 frontline support** for CI/CD |
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- Delivered **Tier 1/2 frontline support** for CI/CD |
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