Jade Pates

Experience

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  Concentrix

  May 2005 - Jun 2007

  Senior Product Support Specialist

  • Represented the company’s image by serving as the first point of contact to customers, efficiently and promptly responding to their email and phone enquiries.• Assisted multiple customers in Asian, European, Middle East and North American countries through phone and/or email in order to resolve issues associated with Linksys products.• Carried out basic and remote troubleshooting of networking devices to include network adapters, switches, access points and routers. • Tracked customer issues to ensure resolution of all tickets within service level agreements (SLAs), whilst updating users on the status of incidents and service requests to manage their expectations. Show less

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  Convergys

  Sept 2007 - Mar 2008

  Customer Service Representative

  • Delivered excellent service to Microsoft clients by understanding the concerns, providing accurate information and routing complex issues to the relevant department.

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  Sutherland Global Services

  Jun 2008 - May 2009

  Subject Matter Expert

  • Handled complex and escalated calls from clients regarding cable TV, internet and phone connectivity issues, ensuring first call resolution and professional approach throughout the call duration. • Provided assistance to Sales Representatives in opening new customer accounts and upgrading products and services for existing customers. • Supervised a team of Contact Centre Agents/Technical Representatives, including training, coaching, motivating, monitoring calls, preparing development plans and addressing performance issues. • Oriented and trained new starters as well as made recommendations on fair and reasonable promotions and terminations. • Drove quality standards, maintained and monitored key performance indicators, evaluated internal data and identified ways to enhance service delivery to customers. • Consistently attained record-high customer satisfaction ratings, while actively contributing to profitability and continuous improvement of underperforming operations. • Demonstrated the ability to quickly learn and master a wide range of contact centre applications such as CRM, RN, CMS, CEMS, Iroz and CCMS. Show less

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  Territory Technology Solutions

  Apr 2012 - Dec 2021

  Network Helpdesk Engineer

  Deliver efficient assistance to clients in the set-up of email accounts in computers using Microsoft Outlook as well as in setting up mobile devices. This includes communicating and simplifying technical concepts to ensure understanding of clients with limited technical understanding. Provide access provisioning service, including account creation in the Active Directory, creating emails in the Exchange server and Microsoft 365, changing and verifying user access to restricted folders and systems. Supports a range of backup software, including VEEAM Backup and Replication software, Live Cloud Backup, Vranger, Symantec Backup Exec and Storage Craft Backup solutions, to monitor and execute regular backup, data restoration and data retention activities. Show less

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  Northern Territory Government

  Dec 2021 - now

  Systems Support Officer

  Exposure to AGS Software Systems like PIPS, TRIPS, Expense8, GAS, EIMS and Jira Ticketing System.a. HR - myHR, PIPS (access management, position amendments, training codes, program codes, delegations), FOILS, eRecruit, myPaysheets, myResignation.b. Finance – GAS (access management), Expense8, TRIPS, EIMS (access management, redirect documents,add administrator access, approver access to silo), GrantsNT (access management), ProgenNET (access management), BCP every fortnight, NTG Pay and Sage.c. ASNEX - AIS (Access Management, Code Tables, ASNEX Portal Access, PEA’s, AIS Access, RACF Access change)d. Identity and Service - Account re-enable and re-activation. Account creation,modification and termination for BIITE users.e. eLearning – MyLearning (Access management)f. Procurement – TRAX and Vendor Panel (access management) Show less