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Orsue Muyet

Work experience

Oct 2013Feb 2015

Technical Support Engineer

  • Resolved Warranty, Major Account, Government, and SupportEdge Premium and Standard customer problems via the telephone, the web or AutoSupport
  • Researched customer issues in a timely manner and follow up directly with customers on recommendations and action plans
  • Collaborated with other Technical Support Engineers who may need assistance working a case
  • Utilized my area of expertise to help other Technical Support Engineers expedite solutions for customers
  • Escalated cases to Level 2 Technical Support Engineers and/or Escalation Engineers when the problem is too complex or falls out of specific area of expertise
  • Used internal technical expertise, including higher-level engineers, knowledge base, and other internal tools, to provide the most effective solutions to customer issues
  • Shared best practices with other Technical Support Center staff and learned new technologies complimentary storage applications
  • Attended classes, completed lab projects, read and worked with other Technical Support Engineers on cases that helped me cultivate my expertise
  • Diagnosed, troubleshoot, repaired and debugged NetApp products
  • Provided technical support to customers, customer support personnel, and field support staff
  • Supported incidents that ranged from various hardware and/or software issues with NetApp storage systems and solutions, to multi-system, multi-vendor, and multi-network interoperability issues
May 2012May 2013

Technical Support Representative (Tier 3)

Wow! Cable Internet & Telephone
  • Answered incoming telephone calls and responded to customer requests regarding service issues in a timely and accurate manner
  • Performed advance troubleshooting and resolution of various internet, networking, VOIP, and telephony applications
  • Used computer systems to identify, research and resolve customer issues
  • Provided customers with an accurate and thorough diagnosis of their problem, with a focus on "one call resolution"
  • Utilized troubleshooting techniques and/or remote access to resolve customer issues
  • Maintained sense of urgency and consistently meets deadlines when responding to customer issues
  • Identified and escalated priority issues; when necessary, transfers calls to the appropriate department
  • Accurately completed required paperwork and/or documentation associated with each customer interaction
  • Maintained acceptable statistical Call Center standards
  • Troubleshoot all WOW! services; to include Video, Internet, & Telephone
  • Maintained regular attendance to be available to the customer as scheduled in order to meet business objectives
  • Provided assistance concerning the use of computer hardware and software, installation, word processing, electronic mail, and operating systems
  • Walked customers through the recommended problem-solving steps


May 2009Dec 2011

Associate in Applied Science Degree with Honors in Network Systems Management

Midlands Technical College

About the Program

The Network Systems Management program focuses on distributed processing, online systems, teleprocessing, terminal-based systems and real-time systems. The curriculum emphasizes hands-on experiences and is constantly tuned to be as "cutting edge" as possible.

Sep 2005Dec 2008

Associate of Arts in General Studies

Central Texas College

Graduated with an Associate in Arts Degree in General Studies.

About the Program
Through an associate's degree program in general studies, I developed general skills and knowledge, including writing skills, interpersonal skills and critical thinking abilities.

Occupational Licenses & Certificates

Certification Title                                                                                                                     Completion Date

Information Systems Networking Certificate                                                                   12/2011

Routing and Network Configuration Certificate                                                              12/2011

Managing and Maintaining Windows 2003 Certificate                                                  09/2008

Windows XP Professional Administration Certificate                                                    08/2008

CompTIA Network+ Certificate                                                                                               07/2008

CompTIA A+ Certificate                                                                                                              06/2008



Critical Thinking  - Utilized logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.

Speaking - Communicated information effectively throughout the call with the customer.

Active Listening - Presented my full attention to what the customers are saying, recognized the points being made, asked related questions, and avoided interrupting at inappropriate times.

Teamwork - As a Technical Support Engineer, I rarely work alone. I collaborated with other Technical Support Engineers who may need assistance working a case. I utilized my area of expertise to help other Technical Support Engineers to facilitate solutions for the customer quickly.

Analytical Thinking - Analyzed information and used logic to address work-related issues and problems.