Christopher Lisasi

I remain committed to provision of the highest level of customer service and client satisfaction. I have demonstrated talent to thrive in dynamic and challenging settings and scenarios. Some of my qualifications, include:

☛ Best Communication Excellence Award - Merit 
☛ French & English Customer Support Award

Aug 2021 – Apr 2024
Sr Technical Support Specialist / Assistant Administration - Elavon

Providing customer facing support in 1st & 2nd line managing tickets raised by the clients with accurate instant classification of reported issues to ensure appropriate prioritisation via live chat and email withing SLA. 
Utilize Customer Relationship Management (CRM) software to manage customer interactions, track information, orders, and schedules.
Conduct data entry tasks accurately and efficiently to update customer information, orders, and schedules.
Collaborate with team members to ensure a seamless and efficient customer service experience.
Demonstrate strong communication skills and the ability to handle difficult situations with tact and professionalism.
Arranging board meetings, data entry, documentation, and record-keeping tasks with precision. Ensuring compliance with data privacy and security standards using SQL custom report building.
Problem solving and ensuring routing and escalation handling. 
Generating and analyzing reports for potential fraud patterns. 
Develop and maintain knowledge base articles
Maintain a thorough understanding of our products and services to provide accurate information to customers

Oct 2019 – Nov 2021
(Customer Technical Support Consultant ) - Accruent

Providing installation services at Customer's location for proof-of-concepts, trials, or Customer purchases.
Responding to and managing post-sales Customer support issues, as well as escalating to software engineering or management when appropriate.
Troubleshooting and recreate network storage solution issues and pro-active remote support diagnostics for Customers' issues.
Documenting case details in Case Management systems.
Creating knowledge base articles and documentation materials.
Creating and delivering training to internal/external Customers and Partners.
Designing solutions and producing proposal documents, specifications, customer presentations, and supporting materials based on technical standards.

Jan 2018 - Nov 2019 
(Technical Support Specialist  ) - NetApp /Concentrix

Providing technical support and customer service for clients by diagnosing, reproducing, and fixing customer issues via remote support, on-call assistance, chat, and email.
Remote support and technical query handling for multiple data storage technologies including FAS / V Series storage controllers running 7-Mode and Clustered ONTAP operating systems and E / EF series storage controllers. 
Experience in handling Network Attached Storage (NAS), Storage Area Network (SAN), Metrocluster and virtualized (esp. VMware) environments. 
Diagnosing faults, providing customers with hardware and software assistance. Proficient in prioritizing workload among diverse customer commitments and SLAs. Recognizing situations that require escalation.
Creating comprehensive handover documentation for product specialists.

Sept 2013 - Sept 2016 Teesside University – Barchelor Degree (Hons) Computing 
IT Service Management (90%)
Advanced Networks (90%) Systems Design and Databases (90%)
Final Year Project (90%)