SEAN FURTADO

• Provide 1st, 2nd & 3rd Level in Troubleshooting, diagnosing, & rapidly resolving technical problems related to wired & wireless networks and devices to limit downtime acheving ensuring high levels of customer excellence and effective resolution.
• Provinding advice in recommending equipment and resource upgrades to improve network capabilities
• Improved resolution times by 85% through diagnostics & troubleshooting.
• Utilize Network Management Tools (NOC, Libre NMS, Cloud Management Controller) to monitor, configure & troubleshooting Wired & Wireless Network Related Issues.
• Configuring LAN technology, wireless access points and controllers.
• Provided technical expertise in Wireless Networks to maintain robust and resilient networks
• Provided technical support to clients, ensuring optimal functioning of Wi-Fi networks.
• Designed Wi-Fi infrastructure according to specific business requirements, fulfilling unique client needs efficiently.
• Manage, Diagnose & Troubleshoot Leased line issues
• Integrated feedback on existing systems to implement improvements
• Optimised network performance by continuously assessing best configuration practices.
• Analysed reported technical issues to diagnose, trace and correct issues
• Handled escalated customer complaints professionally; resolved concerns promptly.
• Provide technical advice on Networking products with aspects of capabilities & features
• Provide pre-sales technical advice assisting client in network designs to meet their requirments & achieving there goals
• Participated in ongoing learning opportunities
• Participated in team meetings; provided constructive inputs towards problem-solving
• Assessed user feedback for continuous improvement in network services provided
• Collaborated with other IT professionals for coordinated project execution and delivery
• Assited comprehensive on site surveys to identify ideal locations for equipment installations
• Maintained high client satisfaction with consistent delivery of reliable Wi-Fi solutions
• Managed helpdesk requests effectively reducing downtime experienced by employees.
• Documented IT support protocols for standardisation purposes.
• Utilised remote access tools effectively when providing technical assistance.
• Enhanced customer satisfaction with quick resolution of IT queries.
• Took ownership of personal queue, seeing issues through to resolution or escalation as appropriate.
• Logged and followed-up on unresolved issues and edge cases not covered by internal resources.
• Offered technical expertise to contribute to 3rd line of support.

Warehouse (Store Room) & Logistics Operations

• Accurately storing goods in designated locations within the warehouse using racking systems.
• Take in deliveries, check for damage or missing items, and sign delivery notes.
• Load and unload goods by hand.
• Ensure all relevant procedures and processes are followed.
• Preparing items for shipment by packaging them appropriately and labelling correctly.
• Loading goods onto delivery vehicles and ensuring correct paperwork is attached.
• Preparing necessary shipping documents like invoices, packing slips, and customs declarations.
• Identifying cost-saving opportunities, and managing shipping cost with packaging.
• Addressing customer inquiries regarding shipping status, resolving delivery issues, and providing support.
• Updating stock & dimension of products on the ecommerce website.
• Assisting customers in placing orders & navigating on our website.
• Processing customers payments & refunds.

Achievements

Earned Certifications from Comptia, CWNP & Ekahau

• Installed and serviced Virgin Media Broadband, TV & Phone Service systems at Residential customer sites
• Utilized machine hand tools, such as Drill Machine, Cable Testers, to install RJ11, RJ45, RJ59 & RJ6 structures to customer preferences
• Tested newly installed or relocated cables to confirm full working order and compliance with company specifications
• Communicated with customers, listening and responding to requirements and questions in polite and professional manner
• Set up televisions, routers and internet technology devices to high quality standards
• Installed data and voice cables for residential cable television and home router systems

• Achieved target ticket response and resolution times through focused planning and prioritization
• Answered user questions about hardware and software operation to help resolve problems
• Completed investigations to check on reported errors, reproduce problems and trace faults

AT&T UVerse

· Configuring and setting up remotely IPTV setups.

· Configuring Wired and Wireless Internet Setups.

· Troubleshooting and resolving CVOIP, High Speed Internet, and IPTV issues.

· Troubleshooting Internet and Network related issues.

· Providing customer information on bill related queries.

· Scheduling appointments for technicians to repair and setup customer related equipment.

· Follow-up with technicians to ensure that customers repairs or setup for the services are completed.

· Managed, motivated and developed team of 20 to consistently deliver exceptional customer service.

· Upskilled staff through targeted training opportunities, enhancing team capabilities.

Introduced new opportunities for team building and communication, resulting in better team performance.

Microsoft US Techical support

Promoted from Senior Technical Support Executive to SME (Subject Matter Expert)

· Establishing Remote Access and troubleshooting technical issues.

· Manual Removal of Malware on all operating systems Windows XP Windows Vista & Windows 7.

· Running tools for Removal of Virus.

· Supporting Disaster management recovery.

· Assisting Customers in No Boot Situation in Removal of Malware.

· Troubleshooting Microsoft Security Essentials Software.

· Uninstalling and Installing Microsoft Security Essentials Software.

· Troubleshooting in Windows Update Issues.

· Troubleshooting on all Internet Explorer Browser related issues.

· Troubleshooting on the services of Microsoft Windows XP Windows Vista and Windows 7 due to no connectivity issues.

· Configuring a wired & wireless Internet Connections.

· Configuring Printers and other peripherals on Networks.

· Managed, motivated and developed a team to consistently deliver exceptional customer service.

· Upskilled staff through targeted training opportunities, enhancing team capabilities.

· Introduced new opportunities for team building and communication, resulting in better team performance.

DELL US TECHNICAL SUPPORT

Senior Technical Support Executive

· Troubleshooting Desktops and Portables Standalone Computers.

· Troubleshooting all issues with Windows Operating Systems Windows XP, Windows Vista.

· Troubleshooting computer hardware and peripherals including printers.

· Troubleshooting Internet and Network related issues on desktop & portable computers.

· Basic troubleshooting on application software that work on Windows platform.

· Establishing remote access.

Achievements

· Promoted from Technical Support Consultant to Subject Matter Expert role with responsibilities of coaching and training team members.

· From Subject Matter Expert got additional responsibilities of Team manager in managing a Team.

• Provided excellent customer care through prompt complaint resolution and quality of service
• Analyzed daily and weekly sales results and maintained ongoing, productive dialogue with area manager and peers on sales performance
• Stocked and restocked inventory upon delivery receipt, maintaining accurate supply records
• Analyzed consumer data to predict future purchasing trends for informed decision-making
• As lead Cashier was handed responsibility to manage Swindon Store independently

Achievments

· As lead Cashier was handed responsibility to manage Swindon Store independently.

• Creating daily reports on work allocation for managers reference using MS Excel
• Created and submitted progress reports to upper management

• 401K Fund account- Citigroup America

• Mortgage Debt Consultant- CFC

• Customer Service Executive - AT&T Wireless Mobile Services

• Assembled component parts of Honda Cars with attention to detail and focus on quality
• Operated machinery and equipment and conducted adjustments to meet safety measures
• Ensured full compliance with health and safety regulations, including appropriate use and disposal of hazardous substances

• Evaluating repairs with business partner's workshops and garages of work that needs to be carried out for maintenance and repairs of vehicles
• Testing vehicles and ensuring that needed repairs and maintenance have been carried out to customer satisfaction