Padraic Joyce
Tier 2 Tech Support
Lowell
Summary
Inventive Technical Support Representative eager to find novel and productive solutions for each customer's issue.
Independent provider of individualized customer care.
Adapts to unique complaints and queries by performing independent research.
Versed in troubleshooting and desktop support on Windows, Linux and Mac systems. Proven skill in resolving problems quickly on first call.
Overview
19
19
years of professional experience
8
8
years of post-secondary education
Work History
Technical CSR II - Partner Concierge
Global Payments
08.2022 - Current
- Identified opportunities for process improvements, leading to increased efficiency in handling partner interactions.
- Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
- Collaborated with management to develop strategies for enhancing overall customer experience.
- Maintained up-to-date knowledge on operations and technology, leveraging this insight when assisting partners in making informed decisions.
- Developed strong relationships with partners by understanding their needs and preferences, fostering long-term loyalty.
- Demonstrated empathy and active listening skills, resulting in a higher rate of partner satisfaction.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Served as a liaison between internal teams and partners during critical situations, facilitating open communication channels for swift issue resolution.
Music Producer, DJ, Radio DJ, Event Organiser
Self Employed
01.2005 - Current
- Preparation and production of performances using music software such as Traktor and Ableton Live.
- Responsible for promoting nightclub venues via produced advertisements and managed distribution to various relevant businesses.
- Performed Social media marketing, awareness and outreach.
- Established regular correspondence with guests and affiliates to detail goals and missions for projects.
- Worked alone or with a team to produce regular content on time.
Gsuite Technical Support Agent (Contract Complete)
Google @ Voxpro
01.2018 - 03.2019
- Received in depth training prepared by Google on the G suite (now known as Google Workspace) platform
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
- Analyzed configuration and security issues to identify troubleshooting methods needed for quick remediation.
- Documented all transactions and support interactions in system for future reference and addition to knowledge base.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across several time zones.
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
Customer Service Associate (Contract Complete)
Amazon
08.2017 - 02.2018
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Developed and actualized customer service initiatives to decrease wait times.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Offered basic technical support for clients on wide range of company products.
Customer Service / Game Master (Contract Complete)
Blizzard Entertainment
07.2016 - 06.2017
- Utilized proprietary software to help customers with specific problems in Blizzard online games, billing, accounts and much more.
- Editing and utilizing a knowledge database for providing help to customers.
- Built rapport with customers using both In-game chat and ticket based responses to get the best possible results and achieve excellent customer service.
- Worked within a team to make sure that the customer is always provided with a detailed and correct answer in as short a timeframe as possible.
Software Support / Sales / Customer Service
Webtext
01.2015 - 06.2015
- Utilized knowledge of company API and business practices to troubleshoot software issues for customers through email and phone correspondence.
- Performed administration and IT support duties for the office.
- Sold top-ups of company credit to clients
- Worked with a highly skilled sales team to provide information on a wide range of products to potential customers.
Data Entry Specialist/ Administrative Assistant
Quincy Neighborhood Housing Services
02.2008 - 02.2010
- Reported client information via online reporting applications to government agencies to receive funding for several projects.
- Provided extensive phone and computer support to both staff and customers.
- Worked directly with financial aid manager to review case files and applications for accuracy and relevance for receiving aid.
- Acted as a representative of QNHS at meetings and tutorials, to help prepare the company for expansion.
- Trained new employees in using various computer applications
- Preparied video and PowerPoint presentations for annual fundraising and team building meetings
- Maintained up to date information on our company website, including detailed presentation of upcoming company run events
Education
FETAC Level 6 Award - Business Computing & Digital Media
Galway-Mayo Institute of Technology
Galway, Ireland 01.2011 - 05.2013
Leaving Certificate (High School Equivalent) -
Colaiste Iognaid
Galway. Ireland 06.1998 - 06.2004
Skills
Desktop support
Mac systems
Technical issues analysis
Software diagnosis
Windows
Ticket support system management
Telephone etiquette
Customer service expert
Written Communication
Clerical
Salesforce
Active Directory
Microsoft Office 365
Google Workspace
Mobile Desktop Testing
Device Configuration
Application support
Remote System Analysis
Technical documents comprehension
Collaboration
CRM Software
Dispute Resolution
Report Preparation
Timeline
Technical CSR II - Partner Concierge
Global Payments
08.2022 - Current
Gsuite Technical Support Agent (Contract Complete)
Google @ Voxpro
01.2018 - 03.2019
Customer Service Associate (Contract Complete)
Amazon
08.2017 - 02.2018
Customer Service / Game Master (Contract Complete)
Blizzard Entertainment
07.2016 - 06.2017
Software Support / Sales / Customer Service
Webtext
01.2015 - 06.2015
FETAC Level 6 Award - Business Computing & Digital Media
Galway-Mayo Institute of Technology
01.2011 - 05.2013
Data Entry Specialist/ Administrative Assistant
Quincy Neighborhood Housing Services
02.2008 - 02.2010
Music Producer, DJ, Radio DJ, Event Organiser
Self Employed
01.2005 - Current
Leaving Certificate (High School Equivalent) -
Colaiste Iognaid
06.1998 - 06.2004