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Customer-focused professional with experience providing customer service and technical support in high-volume environments. Skilled in inbound customer support, active listening, problem resolution, account assistance, data entry, documentation, and navigating multiple computer systems. Strong verbal and written communication skills with the ability to explain information clearly, handle difficult customer situations professionally, and identify solutions based on customer needs.

Dependable, detail-oriented, and quick to learn new products, procedures, and software system

Technical Support Representative - Concentrix - Remote

(2026-04)

• Provide professional technical and customer support in a high-volume remote environment.
• Handle customer requests through phone and computer-based support systems while maintaining accurate records.
• Navigate multiple applications and systems simultaneously to research issues, document interactions, and provide appropriate resolutions.
• Enter and update customer information accurately while following established procedures and quality standards.
• Review account and system information carefully to identify discrepancies and resolve customer issues.
• Communicate clearly with customers and internal teams regarding issues, next steps, and resolutions.
• Maintain detailed documentation of customer interactions and follow-up requirements.
• Quickly learn and work within new web-based systems and software platforms.

Technical Support Engineer - Sovran Managed IT Services - Eagan, MN

(2025-07 - 2025-11)

• Provided technical support and administrative assistance for business users across multiple client environments.
• Managed and documented support requests through ticketing systems, ensuring issues were accurately recorded and followed through to resolution.
• Worked extensively with Microsoft 365, Entra ID/Azure AD, Active Directory, Windows Server, and other business applications.
• Reviewed system information and user requests to identify problems, verify details, and determine appropriate solutions.
• Maintained accurate documentation of troubleshooting steps, account changes, and completed work.
• Communicated with clients and internal teams regarding technical issues, status updates, and required follow-up.
• Prioritized multiple requests while maintaining attention to detail and timely completion.
• Assisted with account administration, access management, and other operational technology tasks.

Bachelor of Science - Computer Information Technology - Metropolitan State University (2022-08)