Jared Capacio

Provided comprehensive technical support to users via phone, email, chat, and in-person channels. Maintained and updated the company's knowledge base and documentation. Responsible for setting up and configuring various computer systems, including desktops, laptops, and IGEL devices, while also managing Microsoft Exchange administration.

Delivered technical support to users through phone, email, chat, and in-person interactions. Contributed to updating the knowledge base documentation as needed. Managed and regularly updated the asset inventory, and configured computers, mobile phones, and tablets for users based on their requirements.

Provided 1st and 2nd line technical support, addressing customer queries via phone, email, chat, and web. Maintained a high degree of customer service for all support inquiries and adhered to all service management principles.

Delivered 1st and 2nd line technical support, responding to support queries through phone, email, chat, and web channels. Recorded call trends and proactively identified outages. Managed customer callbacks and prioritized incidents based on issue identification.

Managed various administrative tasks including office applications, document management, and lead generation. Handled social media, website content, and classified ad postings. Conducted outbound calls and organized digital storage.

Provided technical support for AT&T U-verse services, troubleshooting IPTV, CVOIP, and HSIA issues via phone or remote desktop. Performed email application troubleshooting and handled basic billing inquiries. Updated customer profiles and transferred calls to appropriate departments.

Supervised and coordinated the activities of Technical Support Representatives to maximize consumer satisfaction, customer loyalty, and performance metrics. Provided coaching, guidance, and development to improve or advance team performance. Managed staffing levels, assigned duties, and handled customer escalations.

Provided operations floor support, assisting associates with process and troubleshooting techniques. Explained policies and procedures to associates and escalated unresolved issues to upper management. Responsible for managing call center operations and ensuring proper customer service and support delivery, including handling customer escalations.

Provided digital support for Barnes & Noble, troubleshooting NOOK devices and applications across various platforms. Handled NOOK device replacements and payment requests. Assisted associates with process and troubleshooting techniques, and transferred customers to appropriate departments.

Provided technical support for Hewlett Packard notebooks and laptops, troubleshooting network, application, and hardware problems via phone. Determined customer needs and recommended appropriate products and services. Maintained good rapport with customers and updated customer profiles.

Completed a diploma program focusing on Computer Information Systems. Gained practical skills and knowledge in various aspects of information technology.

Graduated with a Bachelor of Computer Science in Information Technology. Developed a strong foundation in computer science principles and IT applications.