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More>Coco Panda
Technical Support Representative with 4 years of experience troubleshooting SaaS applications, Windows and macOS workstations, account access, and network connectivity issues. Skilled in ticket management, customer communication, remote support, and knowledge base documentation, with a record of improving first-contact resolution and maintaining high CSAT in fast-paced support environments.
- Resolved an average of 45 Tier 1 and Tier 2 support tickets weekly across Zendesk, email, chat, and phone channels.
- Improved first-contact resolution from 68% to 79% by refining troubleshooting scripts for login, browser, and application performance issues.
- Supported Windows and macOS users through remote sessions, reducing average handle time by 14% while maintaining a 96% CSAT score.
- Documented 25 knowledge base articles covering recurring product issues, account setup steps, and escalation criteria for support team use.
- Provided front-line technical support for 300 client employees, diagnosing workstation, printer, VPN, Microsoft 365, and basic network issues.
- Created, updated, and closed tickets in ConnectWise with clear notes, achieving 92% SLA compliance across assigned service requests.
- Performed password resets, MFA enrollment, and user account updates in Active Directory while following identity verification procedures.
- Escalated complex incidents to senior technicians with complete troubleshooting history, reducing repeat information requests and improving handoff quality.
Focused on help desk support, networking fundamentals, operating systems, and business applications.
Coco Panda
Technical Support Representative with 4 years of experience troubleshooting SaaS applications, Windows and macOS workstations, account access, and network connectivity issues. Skilled in ticket management, customer communication, remote support, and knowledge base documentation, with a record of improving first-contact resolution and maintaining high CSAT in fast-paced support environments.
- Resolved an average of 45 Tier 1 and Tier 2 support tickets weekly across Zendesk, email, chat, and phone channels.
- Improved first-contact resolution from 68% to 79% by refining troubleshooting scripts for login, browser, and application performance issues.
- Supported Windows and macOS users through remote sessions, reducing average handle time by 14% while maintaining a 96% CSAT score.
- Documented 25 knowledge base articles covering recurring product issues, account setup steps, and escalation criteria for support team use.
- Provided front-line technical support for 300 client employees, diagnosing workstation, printer, VPN, Microsoft 365, and basic network issues.
- Created, updated, and closed tickets in ConnectWise with clear notes, achieving 92% SLA compliance across assigned service requests.
- Performed password resets, MFA enrollment, and user account updates in Active Directory while following identity verification procedures.
- Escalated complex incidents to senior technicians with complete troubleshooting history, reducing repeat information requests and improving handoff quality.
Focused on help desk support, networking fundamentals, operating systems, and business applications.
