HP Certified Technical Mentor, Level 2 Technical Support
I earned my diploma in Information Technology, Computer Science and I am an HP Certified Technical Mentor. [A Certified Technical Mentor is the highest level of certification HP offers its top support professionals in contact centers.]
I have a passion towards helping customers and getting back a smile from them, which they deserve. I work as an HP-CTM, ASG (Advanced Support Group) and SME (Subject Matter Expert) at Hewlett-Packard PSG (Personal Systems Group) Technical Support Department for Consumer Notebooks and Desktops - Escalations Team. We provide phone, back-office email, chat and remote desktop support for all US-based customers having problems with their HP ENVY, Pavilion or Compaq Presario Notebook and Desktop PC's. SME's specialize in Technical mentoring and escalated HARDWARE & SOFTWARE troubleshooting on a WINDOWS platform such as NO BOOT, NO P.O.S.T., BSOD-STOP Errors, Slow performance, Virus cleanup, PC-Tune Ups, Video/ Graphics troubleshooting, Hardware & Software installation, Advanced Local & Wide Network installation & troubleshooting for both wired & wireless connection, etc. SME Management Tasks include Day-end report analysis, Agent intervention via Socratic Approach, Coaching and Agent Performance Management to ensure that all KPI's (Key Performance Indicators) and goals are met and exceeded on a daily basis. I've been working at HP for more than three years.
Before HP, I worked with AT&T as a Technical Support Agent Level 2 providing phone, chat and email support to all US-based AT&T DSL and Dial-up customers having issues with their wired and wireless internet connection on both Windows and MAC OSX platforms.
I then moved on to work with INTUIT as an L2 Technical Support agent providing support for all US-based customers with their Intuit QuickBooks Financial Management Software. Support includes installation, printing, setting up multi-user environment for inter-networked PC's, Advanced Troubleshooting by Installation and Repair of third-party software interoperability components such as Microsoft .NET Framework, Adobe Acrobat, MSXML,
and Visual C++.