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Lucian Roberts

@lucianroberts

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Technical Service Agent at Amazon who reduced support response times and repeat incidents by 15%.

South Africa

Message

At Amazon, I deliver multi-channel technical support for digital services and devices. Through proactive troubleshooting and stakeholder collaboration, I reduced support response times and repeat incidents by 15%.

At Content + Cloud, I led SME IT system support, cloud migrations, and client onboarding initiatives, reducing system downtime by 15% while working within strict SLA parameters. Earlier, at Computacenter, I provided remote technical support and troubleshot hardware, software, and network issues.

Experience

Work history, roles, and key accomplishments

Current

Technical Service Agent

Current

Amazon

May 2023 - Present (3 years 5 months)

Delivered multi-channel technical support for Amazon's digital services and devices, achieving a 15% reduction in support response times and repeat incidents through proactive troubleshooting and stakeholder collaboration.

Technical Support Troubleshooting Customer Service Multichannel Support Stakeholder Collaboration

Service Desk Analyst

Content + Cloud

Jan 2019 - Oct 2022 (3 years 9 months)

Led SME IT system support, cloud migrations, and client onboarding initiatives, achieving a 15% reduction in system downtime through hands-on problem-solving within strict SLA parameters.

IT Support Cloud Migration SLA Management Problem Solving Client Onboarding

Service Desk Analyst

Computacenter

Apr 2015 - Dec 2018 (3 years 8 months)

Optimized IT operations through comprehensive hardware, software, and network troubleshooting while maintaining full case ownership and delivering remote technical support across multiple communication channels.

hardware troubleshooting Software Troubleshooting Network Troubleshooting Remote Support Case Management

Customer Service Representative

Merchants – iiNet

Jul 2012 - Mar 2015 (2 years 8 months)

Provided customer education and cross-functional collaboration to resolve recurring issues and complaints, enhancing overall customer experience through exceptional problem-solving capabilities.

Customer Service Problem Solving Customer Education Cross Functional Collaboration