Francis Taylor

Closed 95% of trouble tickets on the first call without escalation.
Commended for quickly resolving complex issues including system crashes, network slowdowns, connectivity problems, security breaches, virus infections and more.
Achieved a user satisfaction rating of 4.9/5.0 (14% higher than average); consistently logged and monitored ticket status to ensure fast, quality resolution of every issue.

Set up secure WiFi, LAN and VoIP networks at remote locations, leading client/server configuration and performance-tuning of crucial infrastructure to ensure seamless business operations.
Cut incident callback rate by 12%; used technical, analytical and communication skills to accurately identify user needs and provide effective solutions.
Awarded “Star Employee” three times for delivering outstanding technical support and customer service.

Routinely exceed call-handling goals, closing an average of 60 calls daily (25% above quota) with a 75% first-call resolution ratio and an average talk-time of 5.5 minutes -- well below 7-minute goal.
Diagnose, troubleshoot and resolve a range of software, hardware and connectivity issues. Excel in asking probing questions and researching, analyzing and rectifying problems.
Received "outstanding" ratings on performance reviews each year, with top marks in teamwork, customer service, communication skills and technical problem-solving.