- 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.
CORE COMPETENCIES
- 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.
Academic Project Experience
- 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.
PROFESSIONAL ASSOCIATION
Member, National Society of Leadership and Success, DeVry University Northeast Chapter
