Caitlyn Peaslee
Technical Support Specialist
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About
- Customer-focused Technical Support Specialist with experience in high-volume, demanding environments, providing expert troubleshooting and remote support across various devices and applications.
- Adept at diagnosing technical issues, managing service queues, and escalating complex problems while maintaining detailed documentation to ensure clarity and accountability.
- Skilled in providing top-level professional and friendly service, advocating on behalf of customers, and recommending appropriate hardware solutions.
- Technical Support & Assistance • Customer Service & Communication • Interpersonal Skills
- Customer Advocacy • Collaboration • Documentation & Reporting
- Product & Technical Knowledge • Escalation Management • Service Level Agreements (SLAs)
TECHNICAL SUMMARY
Software: Microsoft Office Suites (Certified): Specialties in Microsoft Word, PowerPoint, Excel, Vizio, Salesforce
Software Programming Languages: C++, Java, SQL, Python, XML, Android Studios
EDUCATION
Keller Graduate School of Management Naperville, IL
Master of Information Technology Management 08/2024
Specialization: Data Administration & Management
DeVry University Naperville, IL
Bachelor of Science, Computer Information Systems 10/2022
Specialization: Software Programming (Dean’s List Nine Times)
DeVry University Naperville, IL
Associate of Applied Science, Information Technology and Networking 08/2021
Specialization: Info Syst & Programming
RELATED EXPERIENCE
Savilinx Call Center Brunswick, ME
Tech Support I 07/2016 - 01/2018
- Managed high-volume call queues with real-time troubleshooting, issue escalation, and detailed case documentation in a demanding environment.
- Provided comprehensive technical support for event camera devices, including forced downloads, remote diagnostics, light pattern analysis, and device resets, ensuring timely resolution of complex issues.
- Guided diverse user groups (parents, coaches, managers, drivers) on product setup, website features, mobile apps, and dashboard customization, promoting ease of use and functionality.
- Processed Return Material Authorization (RMA) cases, issuing shipping labels and coordinating with RMA teams for efficient resolutions.
- Analyzed event logs and reviewed critical footage, notifying stakeholders of high-priority incidents to support effective incident management.
- Awarded three Call Nomination Awards in recognition of exceptional customer service and consistent quality support.
- Java Development: Built Java-based projects in NetBeans, including mathematical shape-forming projects in Eclipse IDE.
- Mobile Application Development: Created Android applications in Android Studio using Java and XML.
- Python Programming: Developed Python projects in Spyder IDE for various applications.
- Database Design: Designed complex databases in MySQL Workbench, utilizing SQL for data collection, organization, and analysis.
- Technical Writing & Documentation: Authored detailed technical documents, including testing scenarios, user manuals, project charters, work-breakdown structures, and security plans.
- Project Pitches & Proposals: Drafted project pitches and proposals for updates, product launches, and business architecture changes.
Member, National Society of Leadership and Success, DeVry University Northeast Chapter
Experience
Savilinx Call Center Brunswick, ME
Tech Support I 07/2016 - 01/2018
- Managed high-volume call queues with real-time troubleshooting, issue escalation, and detailed case documentation in a demanding environment.
- Provided comprehensive technical support for event camera devices, including forced downloads, remote diagnostics, light pattern analysis, and device resets, ensuring timely resolution of complex issues.
- Guided diverse user groups (parents, coaches, managers, drivers) on product setup, website features, mobile apps, and dashboard customization, promoting ease of use and functionality.
- Processed Return Material Authorization (RMA) cases, issuing shipping labels and coordinating with RMA teams for efficient resolutions.
- Analyzed event logs and reviewed critical footage, notifying stakeholders of high-priority incidents to support effective incident management.
- Awarded three Call Nomination Awards in recognition of exceptional customer service and consistent quality support.
Education
Keller Graduate School of Management Naperville, IL
Master of Information Technology Management 08/2024
Specialization: Data Administration & Management
DeVry University Naperville, IL
Bachelor of Science, Computer Information Systems 10/2022
Specialization: Software Programming (Dean’s List Nine Times)
DeVry University Naperville, IL
Associate of Applied Science, Information Technology and Networking 08/2021
Specialization: Info Syst & Programming
