Tevin Hackett
Santa Rosa Heights
Summary
Dynamic IT Support Engineer with a proven track record at iQOR for enhancing system efficiency and team productivity. Expert in server management and network troubleshooting, coupled with exceptional instructional leadership. Elevated customer service standards by implementing innovative solutions, achieving significant operational improvements. Skilled in Microsoft Office Suite and effective oral communication.
Overview
13
13
years of professional experience
1
1
Certification
Work History
IT Support Engineer
IQOR
Barataria
10.2022 - Current
- Provided technical support to end-users on a variety of computer software and hardware issues.
- Analyzed system logs, identified potential issues, and implemented solutions in a timely manner.
- Installed, configured, tested, and maintained operating systems, application software, and system management tools.
- Resolved escalated customer service requests as needed in order to ensure successful resolution of customer complaints.
- Provided guidance to junior team members while developing their skillsets in the field of IT Support Engineering.
- Performed troubleshooting to diagnose and resolve complex technical problems.
- Utilized ticketing systems to track the status of help desk tickets throughout the resolution process.
- Participated in weekly meetings with other IT staff members in order to discuss new technologies or strategies for improving efficiency within the department.
Supervisor
iQOR
Arima
01.2020 - 10.2022
- Manages and oversees the workflow and training of agents and teams
- Monitors and maintains employee work schedules, and assign tasks to agents when necessary
- Reports to immediate manager regarding agent issues, schedule discrepancies and other urgent issues
- Plans, monitors, and appraises job results for agents and teams
- Supports the provision of quality customer service by enforcing quality and customer service standards
Agent
iQOR
Arima
01.2018 - 01.2020
- Oversaw daily agent operations to ensure company requirements are met
- Managed large volume of inbound and outbound calls to address customer queries
- Addressed customer inquiries and complaints across social media platforms
- Utilized and customized pre-written customer service scripts to resolve customers’ individual needs
IT Manager
TRINIDAD & TOBAGO SECURITY SERVICES
Chaguanas
01.2015 - 01.2017
- Responsible for building, maintaining and troubleshooting issues related to staff login database
- Developed company networking systems and physical network infrastructure
- Scheduled and facilitated routine data backups; planned and implemented system upgrades
- Supported staff in resolving any technical, technological and security-related issues where possible
- Served as project lead in designing and reviewing information systems, applications and hardware
Branch Supervisor
MODERN IMAGES
Chaguanas
01.2014 - 01.2015
- Supervised, coached, and evaluated staff performance.
- Identified areas of improvement for operational efficiency at the branch level.
- Maintained a strong relationship with customers through proactive communication and follow-up activities.
- Collaborated with senior management on special projects related to process improvements.
Server Manager
AMSURE SECRITIES
Chaguanas
01.2012 - 01.2014
- Developed strategies for client/server implementations
- Responsible for developing infrastructure required to support implementation strategies
- Analyzed system logs and identified potential issues with server operations.
- Monitored system performance to ensure optimal operation of servers.
- Supported the resolution of server issues, and provided timely response to customer escalations
- Planned and implemented server maintenance and upgrades
Education
Certified PC Technician Training -
University of the West Indies
01.2016
Ordinary Levels -
St George's College
Barataria, Trinidad & Tobago06-2007
Skills
- Team Management
- Instructional Leadership
- Customer Service and Support
- Server management
- Network troubleshooting
- Certified PC Technician
- Microsoft Office Suite
- Oral Communication
- Written Communication
- Scripting languages
Certification
- Python 3 (Self Taught)
References
Mr. Geron Archer (Manager)
Trinidad and Tobago Security Services & Firearms Training Institute
Mobile: (868) 687-4372
Mr. Carlon Guerra (IT Support Supervisor)
Iqor Trinidad
Mobile: (868) 384-2065
Mr. Jameel Lewis (Senior Manager)
Iqor Trinidad
Mobile: (868) 397-0653
Timeline
IT Support Engineer
IQOR
10.2022 - Current
Supervisor
iQOR
01.2020 - 10.2022
Agent
iQOR
01.2018 - 01.2020
IT Manager
TRINIDAD & TOBAGO SECURITY SERVICES
01.2015 - 01.2017
Branch Supervisor
MODERN IMAGES
01.2014 - 01.2015
Server Manager
AMSURE SECRITIES
01.2012 - 01.2014
Certified PC Technician Training -
University of the West Indies
Ordinary Levels -
St George's College
Similar Profiles
Cheyenne GlassCheyenne Glass
Assistant Manager of Operations- Priority Health at IQorAssistant Manager of Operations- Priority Health at IQor
Victoria BeasonVictoria Beason
Customer Service Representative at IqorCustomer Service Representative at Iqor
Tyricia CrockettTyricia Crockett
Customer Service Rep/ Collections Agent at iQorCustomer Service Rep/ Collections Agent at iQor