Tech-Savvy Admin Assistant | Network & Systems Support

I have 9 years of professional experience in customer support and technical service roles, supporting both local and international clients. My work includes managing complex customer issues, handling escalations, ensuring SLA compliance, and guiding users through step-by-step troubleshooting processes. I have managed high-volume inquiries, documented resolutions accurately, and ensured a smooth customer experience across multiple platforms. In my current role, I provide Level 3 technical and customer support for business-grade clients, which requires strong communication skills, prioritization, and the ability to remain calm and solution-focused under pressure. I consistently work with cross-functional teams, manage support tickets from intake to closure, and ensure that customers receive clear, professional, and timely updates. My experience has allowed me to develop strong problem-solving abilities, excellent customer communication, and a commitment to delivering high-quality support that maintains customer satisfaction and trust.

I have extensive experience providing chat-based customer and technical support for both local and international clients. Over the past 9 years, I have handled real-time customer inquiries, guided users through troubleshooting steps, resolved service-related concerns, and delivered accurate information clearly and professionally. My chat support experience includes managing multiple conversations simultaneously, documenting interactions, escalating complex cases when needed, and ensuring that all responses follow company guidelines and SLA requirements. I am skilled at simplifying technical concepts for users, maintaining a friendly and patient tone, and delivering efficient solutions that improve customer satisfaction. I consistently strive to provide an excellent user experience, handle issues with urgency and accuracy, and maintain high-quality communication across all chat interactions.

I have 9 years of experience providing technical support for both local Internet Service Providers and Australian NBN customers. My work includes troubleshooting internet connectivity issues, phone and email problems, modem/router configuration, and diagnosing network-related faults. I also have hands-on experience managing and supporting VoIP and PBX systems, including SIP, Cloud PBX, Hosted Fax, and Virtual Fax solutions. Throughout my career, I have handled advanced technical escalations, performed packet analysis using tools like Wireshark and PCAP, and ensured accurate documentation and ticket resolution based on SLAs. I am confident in delivering clear, professional guidance to both residential and business-grade customers, ensuring issues are resolved efficiently and effectively.