Nakeisha Clunis
Technical Support Advisor Ii @Concentrix
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WORK HISTORY
Technical Support Advisor Ii @Concentrix
Calgary, AB, CA
Delivered Tier 1–2 technical troubleshooting for diverse hardware and software products, including mobile devices, tablets, and operating systems (Windows, macOS, iOS)- Provided real-time diagnostic support to resolve connectivity, performance, and configuration issues while maintaining 95%+ first-contact resolution rates- Utilized CRM and ticketing platforms to document and track incidents, ensuring compliance with service-level agreements and data accuracy standards- Guided customers through complex product ecosystems, offering step-by-step solutions that improved customer satisfaction and retention- Collaborated cross-functionally with escalation and QA teams to analyze recurring technical issues and recommend process improvements, contributing to a 15% reduction in repeat contacts- Demonstrated proficiency in remote support tools and knowledge base utilization to streamline troubleshooting efficiency and enhance self-service capabilities- Maintained current knowledge of client products, firmware updates, and digital ecosystems to provide expert-level technical assistance and product education.
EDUCATION
The University of Trinidad and Tobago
Diploma, Computer Engineering
The University of Trinidad and Tobago
BSc, Aircraft Maintenance and Management
International Career School Canada
Career Diploma, Aviation Mechanics
SKILLS
ABOUT NAKEISHA CLUNIS
Curious mind | Skilled Troubleshooter | AME M2 Apprentice Safety-focused Aircraft…
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