Kevan Donohue
San Luis Potosí City, San Luis Potosí
Summary
Proven Technical Support Representative with a track record of enhancing user experience through effective troubleshooting and remote support. At Honeywell, significantly improved customer satisfaction by resolving complex software and hardware issues. Skilled in technical and product troubleshooting, with bilingual proficiency in French Canadian and English Canadian. Demonstrates patience and professionalism in customer interactions.
Overview
13
13
years of professional experience
Work History
Technical Support Representative
TTEC
San Luis Potosí City, San Luis Potosí
01.2022 - Current
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
- Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
Technical Support Representative
Resideo
San Luis Potosi
09.2018 - 05.2021
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
Technical Support Representative
Honeywell
San Luis Potosi
04.2015 - 04.2018
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
Technical Support Representative
Nordia
Canada Montreal
01.2011 - 09.2014
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
Education
High School Diploma -
Cure Antoine Labelle
Canada 06.2007
Skills
- Technical Troubleshooting
- Technical Support
- Product Troubleshooting
- Remote Support
- Strong vocabulary skills french canadian quebec
- Strong vocabulary skills english canadian
Timeline
Technical Support Representative
TTEC
01.2022 - Current
Technical Support Representative
Resideo
09.2018 - 05.2021
Technical Support Representative
Honeywell
04.2015 - 04.2018
Technical Support Representative
Nordia
01.2011 - 09.2014
High School Diploma -
Cure Antoine Labelle