Brynel Libera
Senior Tech Advisor
Calicut
Summary
Technical support professional with proven track record of resolving complex technical issues and enhancing client satisfaction. Valued for strong collaborative skills and results-driven approach. Known for adaptability and providing reliable solutions in dynamic environments.
Overview
7
7
years of professional experience
2023
2023
years of post-secondary education
3
3
Certifications
4
4
Languages
Work History
Senior Technical Support Advisor
CONCENTRIX
01.2024 - Current
- Diagnosed and resolved technical hardware and software issues in a timely manner.
- Created detailed documentation on troubleshooting procedures and resolutions.
- Investigated customer complaints related to product quality or functionality.
- Maintained up-to-date knowledge of current products and services offered by the company.
- Conducted regular maintenance checks on computers to ensure their proper functioning.
- Responded promptly to emergency situations that required immediate attention.
- Ensured compliance with all applicable laws, regulations, policies and procedures regarding IT operations.
- Provided guidance on best practices for using technology resources efficiently.
- Maintained positive working relationship with fellow staff and management.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Read technical manuals, conferred with users, or conducted computer diagnostics to investigate and resolve problems.
Customer Support Engineer
MOVATE TECHNOLOGIES
05.2023 - 11.2023
- Provided technical support for customers, troubleshooting hardware and software issues.
- Diagnosed complex technical problems and developed solutions.
- Maintained current knowledge of products and services offered by company.
- Tracked customer feedback to improve service quality and experience.
- Ensured compliance with industry standards related to customer support operations.
- Participated in training sessions on emerging technologies relevant to position.
- Handled issues by phone and email at help desk and provided general support, bug fixes, product updates and configurations.
- Educated customers by explaining technology issues in easy-to-understand terminology.
- Delivered highest level of support, assistance and professionalism to each customer to uphold company commitment to service.
Customer Support Associate
SUTHERLAND
06.2022 - 05.2023
- Resolved customer inquiries in a timely manner.
- Investigated and troubleshot customer issues to determine the best course of action.
- Identified opportunities to improve customer service processes.
- Ensured compliance with applicable regulations regarding privacy and security.
- Collaborated with other departments to resolve complex issues quickly.
- Offered guidance on how customers can use products more effectively.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
Sales Executive
JPS Trading Company
02.2019 - 03.2022
- Developed and implemented sales strategies to meet customer needs and increase revenue.
- Cultivated relationships with existing customers to encourage repeat business.
- Analyzed market trends and competitive landscape to identify opportunities for growth.
- Identified new potential markets and developed plans for targeting them.
- Attended industry events to build relationships with key contacts in the field.
- Provided technical support during product demonstrations at client sites.
Education
B.COM - Accounting
RABDINDRANATH TAGORE UNIVERSITY
Skills
Remote Support
Incident resolution
Advanced troubleshooting
Problem Resolution
Customer Support
De-Escalation Techniques
Remote support
Training and mentoring
Expert problem solving
Affiliations
- Playing the piano
- Singing
- Meditation
- Awarded distinction in second grade for piano from the Trinity London School of Music
Certification
Pursuing Microsoft AZ-104
Education and Training
other
Languages
2,A2,3,B1,4,B2
Accomplishments
• Cybersecurity Infrastructure Solutions Specialist – Assessment QA
• Microsoft Azure Fundamentals (AZ-900) – Exam Preparation QA • Microsoft Security, Compliance, and Identity Fundamentals (SC-900) – Exam Preparation QA
Paying Piano
Honored with Grade 2 certificate with Distinction from Trinity London School of Music in Piano
Timeline
Senior Technical Support Advisor
CONCENTRIX
01.2024 - Current
Customer Support Engineer
MOVATE TECHNOLOGIES
05.2023 - 11.2023
Customer Support Associate
SUTHERLAND
06.2022 - 05.2023
Sales Executive
JPS Trading Company
02.2019 - 03.2022
B.COM - Accounting
RABDINDRANATH TAGORE UNIVERSITY