Victor Chan

Experience

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  Sitel

  Jan 2011 - Jan 2012

  Technical Support Agent and Customer Service

  Microsoft customer service assistant for Windows usage, activation, and installation.Microsoft customer service assistant for Office usage, activation, and installation.

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  LG Electronics

  Jan 2013 - Feb 2015

  Technical Support Agent and Customer Service

  LG ELECTRONICS (C&S America Solution) Total management and product knowledge of:Mobile phones (Mobile Communication: cellphones, headsets, batteries, chargers, accessories)Entertainment products (Home Entertainment: TVs, Home Theaters, Blu Ray , Sound Bars, DVD Players, docking stations)Household Equipment (Home Appliances: washers, dryers, dehumidifiers, refrigerators, vacuum cleaners, air conditioners).Customer service via Live Chat (Live Chat - four customers at the same time, average of 75 customers a day), database management, appointments management, product troubleshooting. Show less

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  NTT DATA Services

  Sept 2015 - Feb 2021

  Helpdesk Senior Associate

  Infrastructure Design & Management, Helpdesk Senior Associate.Handle detailed problems which require standard solutions.Receive general direction from their supervisor, are assigned deliverables and may be part of a team.Escalation point for difficult or high impacting IT incidents for particular hardware, software or platform.Assists and provides guidance to less experienced employees.Simulates or recreates user problems to resolve operating difficulties.Interacts with network services, software systems engineering and / or applications development to restore service and / or identify and correct core problems.Recommends systems modifications to reduce user problems.Acts independently with substantial latitude to determine methods and procedures on assignments, setting objectives and deciding how to proceed.Provides leadership and mentors employees.Provides transfer of skills to employees and to technicians in other support areas.Proactively engages the required resources to ensure the client expectation is exceeded in a timely manner. Show less

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  Dell Technologies

  Sept 2015 - May 2016

  Client Tech Support Senior Associate

  • Respond to customer technical problems/issues related to hardware, software and networking via e-mail/chat. • Use troubleshooting techniques and tools to identify products that are defective and follow guidelines in issuing service calls/contacts. • Advise customers within procedural guidelines to ensure a complete solution to their technical or service questions. • Identify research and provide input on unique or recurring customer problems. • Focus on delivering a positive customer experience according to account standards. Show less

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  Dell Technologies

  Feb 2021 - now

  Server Support

  • Technical Support Engineer

    May 2022 - now

  • Senior Technician

    Feb 2021 - May 2022