Khalil Hickson

Senior Technician Support Engineer @TP

US

Resolved complex Tier 2/3 hardware, software, and network issues across operating systems, mobile devices, and cloud-based services. Handled escalated cases requiring advanced troubleshooting, achieving high first-call resolution (FCR) and excellent customer satisfaction (CSAT). Collaborated with engineering and QA teams to escalate critical bugs, provide root cause analysis, and drive long-term product fixes. Mentored and trained junior staff, improving team performance and reducing escalations. Utilized CRM and ticketing systems (Salesforce, ServiceNow, Zendesk, Core) to log cases, track trends, and deliver actionable insights. Delivered technical guidance on optimization, security, account recovery, and preventive maintenance. Managed VIP and executive-level customer concerns with discretion, clear communication, and timely resolution. Contributed to knowledge base content, refined workflows, and streamlined escalation handling to enhance efficiency. Consistently exceeded KPIs, including resolution time, SLA compliance, CSAT, and case quality. Resolved 200+ tickets weekly while maintaining SLA adherence (urgent ≤24 hrs, VIP ≤12–24 hrs, escalations 100%), achieving 92% FCR and >90% CSAT, reducing repeat incidents by 10%, and supporting data-driven improvements through GBI insights to guide coaching, track performance, and inform operational decisions.

Florida International University

Bachelor's degree, Computer Science

Lander University

Bachelor of Applied Science - BASc, Early Childhood Education and Teaching

Florida International University

Master of Business Administration - MBA