Lakshmi Sreenivasan

Technical Support Advisor @Kelly

ON, CA

Provided comprehensive technical support and assistance to customers for Apple products, including Mac computers, iPhones, iPads, and software applications. Resolved complex hardware and software issues by troubleshooting, diagnosing, and applying effective solutions to ensure customer satisfaction. Assisted customers in setting up and configuring Apple devices, including network connectivity, email setup, and iCloud synchronization. Conducted remote troubleshooting sessions using screen-sharing tools to resolve software-related problems and guide customers through step-by-step solutions. Collaborated with cross-functional teams, including engineering and quality assurance, to escalate and resolve technical issues that required advanced troubleshooting. Maintained detailed and accurate records of customer interactions, technical issues, and resolutions in the support ticketing system. Demonstrated excellent customer service skills by actively listening to customers, empathizing with their concerns, and providing clear and concise instructions and explanations. Participated in regular training sessions to stay updated with the latest Apple products, technologies, and troubleshooting techniques. Assisted in the creation and maintenance of knowledge base articles and documentation for commonly encountered issues and solutions. Received positive feedback from customers for resolving their technical problems efficiently and delivering a positive support experience.

APJ Abdul Kalam Technological University

Bachelor of Technology, Computer Science

Fanshawe College

Business and Information System Architecture, Computer Science, 3.14