John Robert Dimla

• Creating Zendesk macros
• Creating Zendesk help articles
• WordPress admin and article writing
• Proof reading
• Data Entry
• Proven ability to learn quickly and adapt to new situations.
• Excellent communication skills, both verbal and written.
• Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
• Passionate about learning and committed to continual improvement.
• Responded to customer requests for products, services, and company information.
• Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
• Utilized customer service software to manage interactions and track customer satisfaction.
• Delivered prompt service to prioritize customer needs.
• Developed and updated databases to handle customer data.
• Investigated and resolved customer inquiries and complaints quickly.
• Offered advice and assistance to customers, paying attention to special needs or wants.
• Cross-trained and backed up other customer service managers.
• Followed up with customers about resolved issues to maintain high standards of customer service.
• Resolved associate, tool and service delivery issues revealed by statistical reports.
• Responded to customer requests, offering excellent support and tailored recommendations to address needs.

• Targeted new customers to grow geographic reach and increase revenue
• Developed and updated tracking spreadsheets for process monitoring and reporting
• Developed effective improvement plans in alignment with goals and specifications
• Attended meetings to deliver status reports to key stakeholders
• Delivered Tier 2 and Tier 3 support for problem identification, diagnosis and issue resolution
• Tested software remotely for server sets to maintain operational readiness
• Maintained flexible schedule and responded to after-hours and weekend emergencies
• Created user accounts and assigned permissions.
• Researched and identified solutions to technical problems
• Monitored system performance to identify potential issues
• Responded to customer inquiries and provided technical assistance over phone and in person
• Analyzed code to assist support team in finding solutions and workarounds to problems
• Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions
• Shepherded customers through ongoing or multifaceted technical struggles to research long-term solutions
• Tested new software and hardware prior to deployment
• Generated reports to track performance and analyze trends

• Manager and Team leader for 20+ people

• Trainer for various company LOBs

• Software QA for tool updates

• Jira Reporting

• Compiled and distributed weekly feedback to team leaders and managers to improve service time and quality while increasing productivity.
• Suggested improvements to designs and documentation to improve product reliability and manufacturability.
• Monitored KPIs to proactively address bottlenecks and quality issues.
• Inspected raw materials and finished products to verify quality and disposed items that did not meet safety requirements.
• Instructed vendors or contractors on quality guidelines, safety procedures, testing procedures and ways to eliminate deficiencies.
• Trained and coached existing and new employees on multiple investigative case types and internal control processes.
• Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
• Developed training materials, SOPs and work instructions to supplement new team member onboarding.

• Test Proctor for certifications
• Reporting help for teachers and students
• Troubleshooting school equipment and teacher/student accounts
• Part-time teacher

• Email Support
• Cross Skilled for ANZ Rider Tier 2 & US Rider Tier1
• Cross-Skilled for ANZ Driver Tier1
• Cross-Skilled for US Driver Tier1
• Cross Skilled for Live chat
• Cross Skilled for Documents Approver
• Ensures customer is satisfied with their order to the exact detail
• Documents review for precise and accurate account information
• Ensures customer is satisfied with the resolution
• Cross-Skilled in Training Department

• Subject Matter Expert
• Troubleshoots advanced coding for windows and advanced coding problems on other software, such as registry binaries
• Advanced troubleshooting for Hardware components of laptops and desktops
• Troubleshoot and Installation of 3rd party software
• Advanced troubleshooting for Anti-virus and other software protection
• Contractual Technical support for companies
• Managing sup and managerial calls if needed
• Troubleshoots first releases of viruses for windows
• Beta tester and technical representative for windows 10 (WinX)
• Remote support
• Shadow Trainer for Tier 2 software support
• Manages 50+ back-end support tech support
• Up-skilled for hardware Tier1 and Tier2 technical support
• Facilitating short training based on product updates.
• Removed malware, ransomware, and other threats from laptops and desktop systems.
• Patched software and installed new versions to eliminate security problems and protect data.
• Installed and configured operating systems and applications.
• Monitored system performance to identify potential issues.
• Collaborated with vendors to locate replacement components and resolve advanced problems.
• Diagnosed and troubleshot hardware, software and network issues.
• Configured and tested new software and hardware.
• Configured hardware, devices, and software to set up work stations for employees.

• Troubleshoots issues with Computers, cell phones, and DSL-related problems
• Troubleshoots back-end problems with line connection or Fiber Optics and Dual channel copper lines
• Installation of 3rd party software to enhance DSL communication with household appliances
• Troubleshoots fire and burglar alarm system through manual connection with the
• DSL lines
• Virus removal / Computer enhancement / Anti-virus Installation
• Monitoring newly hired supports
• Planning team strategies to maintain metrics and exceed
• Subject matter expert for advanced troubleshooting and product inquiries
• Remote assistance
• Taking sup and managerial calls for Tier 1 or Tier 2 calls if needed
• Up skilled for F.O.C Tier2 and Tier 2.5 support
• Back end booking for a technician visit.