MATTHEW CONBOY

• Assisted customers in identifying issues and explained solutions to restore service and functionality.
• Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
• Explained technical information in clear terms to non-technical individuals to promote better understanding.
• Monitored systems in operation and quickly troubleshot errors.
• Walked individuals through basic troubleshooting tasks.
• Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
• Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
• Provided high-level technical support by resolving inquiries by phone, e-mail and web consistent with department and team service levels and goals.
• Explained technical information in clear terms to promote better understanding for non-technical users.

Install, maintain, troubleshoot and repair Microsoft Windows Operating Systems

• Provide enterprise wide technical support to local and international offices
• Support and maintain user account information including rights, security, and system groups
• Document, maintain, upgrade or replace hardware and software components
• Resolved customer complaints and concerns with strong verbal and negotiation skills
• Displayed courtesy and strong interpersonal skills with all customer interactions
• Maintained composure and patience in face of difficult customer situations
• Informed customers about issue resolution progress.
• Tested new software and hardware prior to deployment.
• Diagnosed and troubleshot hardware, software and network issues.