SAMIR WILLIAM
IT Support Specialist L-1
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Own Visa
PROFILE
With 10 years as a technical support representative and 2 year in
customer support, my 13+ years of experience in customer service
EDUCATION
Bachelor of Computer
Science (Hons)
University of the Punjab
2009 - 2013
equip me to adeptly handle diverse multinational clients. I am skilled
in delivering exceptional support and fostering loyalty. This extensive
experience enables me to provide top-notch service while
consistently adhering to quality standards and driving continuous
improvement in customer service delivery.
WORK EXPERIENCE
Prima Systems (Genesis healthcare)
CCNA, CCNP ,MCSC
Corvite College
2010
EXPERTISE
Technical Expertise
Communication
Computer skills
MS office (Word, Excel,
PowerPoint, Outlook.
LANGUAGE
English
Hindi
Urdu
CRM’S
Aloware
Salesforce
April 2024 - Oct 2024
Technical Support Specialist L1
Experienced in providing comprehensive technical support
to Genesis employees, I adeptly resolve login issues,
ensure smooth printer setups, and optimize PC
performance by diagnosing and removing malware,
adjusting startup programs, and recommending
hardware upgrades. I proficiently troubleshoot iPad and
mobile device malfunctions, updating systems and
settings as needed. Additionally, I excel in updating
applications, clearing caches, and guiding users through
effective troubleshooting steps. My approach emphasizes
strong communication, meticulous documentation, and
proactive problem-solving to maintain system stability
and enhance user productivity.
US Mobile
Oct 2019 - April 2024
Senior Technical Support Analyst Tier3 / Shift Supervisor
As a Senior Technical Support Analyst, I led the resolution
of Tier 3 cases, addressing diverse phone-related issues
like mobile data, calls, and texts. Employing techniques
such as network resets and software updates, I ensured
Front
effective solutions. Additionally, I supported team
Slack
operations, supervising calls and assisting new agents. My
Pipefy
role blended technical expertise with leadership to
achieve operational excellence.
Dial pad
Payactiv
Talk
Customer Support Representative
Desk
Klaus
As customer support representatives, we assisted
customers with paycheck queries, working hours, and
Kibbles
provided early access to their paychecks before their
Trengo
payday. Additionally, we aided customers experiencing
Tawk to
app issues by updating their firmware and guiding them
through the process of reinstalling the app.
2019
CERTIFICATIONS
HIPAA (The Health
Insurance Portability
and Accountability Act)
Customer Success
Fundamentals
Customer Success
Advanced Concepts
Customer Success
Strategic Management
Customer Success
Career Advancement
Customer Success
Master Class
Altair Technologies
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Technical Support Representative
As a Technical Support Representative, we address issues
with customers' IPTV boxes, ensuring they can access
channels and content on their IPTV devices. This involves
assisting customers in modifying DNS settings to enhance
connectivity and troubleshooting internet connection
issues related to their IPTV boxes. Additionally, we aid
customers by updating the firmware of their devices to
ensure optimal performance and functionality.
Semiramis Night Club, Bangkok Thailand
2017
Cashier & Account's
Calculating and process employee salaries while
managing and recording daily, weekly, and monthly
expenses for the organization.
Unity School, Bangkok Thailand
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Junior School Teacher
Assigned daily lesson plans designed to motivate students
and allow for creativity
Freelancer, Bangkok Thailand
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Freelance Model
Working as a Freelance Model in Tv commercial, Movies
and Ads.
Sam Carpets, Bangkok Thailand
2014
Sales and Customer Support Representative
Making outbound and receiving Inbound calls for
appointments.
Icon Marketing Ltd
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Telesales Executive
Utilized sales techniques to build customer interest and
close sales.
Savior Fair , Project of United Nations (UN)
IT & Finance Dept. Manager
Developed and managed department budget to monitor
financial performance and minimize expenses.
Taking care of IT related issues
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