Sergio Chlebecek

Results-driven IT support specialist with 10+ years of remote experience resolving complex hardware, software, and network issues across consumer electronics, mobile devices, and smart home systems. Documented 98%+ ticket resolution rate across Tier 1 and Tier 2 support. Expert in ticketing systems, Active Directory, remote desktop tools, and knowledge base authoring. Available immediately for remote contract and W2 roles — proven ability to onboard fast and deliver results from day one.

Technical Support Specialist at Anker Innovations Inc. (2021-05 – Present)

Consumer Electronics | AI-Assisted Ticketing (SellersOne/VoC)

• Resolve complex technical issues across 80–200 SKUs spanning four product divisions via written tickets and digital support channels, maintaining a consistent 98%+ resolution rate.
• Operate within an AI-assisted helpdesk ticketing environment, leveraging automation tools to triage, categorize, and resolve tickets efficiently at high volume.
• Communicate step-by-step troubleshooting instructions clearly in writing, adapting guidance for users ranging from novice to technical.
• Selected for promotion to the appliance division in recognition of top-tier performance and cross-category product expertise.
• Authored internal knowledge base documentation for recurring issues, reducing repeat escalations across the support team.

Senior Technical Support Specialist at Apple Inc. (2018-10 – 2021-05)

Full Apple Ecosystem: iPhone, iPad, Mac, Apple Watch

• Progressed from Tier 1 phone support to Senior Tier 2 cross-platform specialist, handling escalated cases requiring in-depth OS diagnostics and hardware analysis.
• Delivered advanced remote support across iOS, macOS, and Apple Watch with consistently low escalation rates and high customer satisfaction scores.
• Maintained current knowledge of Apple hardware policies and software updates, ensuring accurate, compliant support delivery at scale.
• Recognized for exemplary written communication and ability to resolve high-complexity cases without further escalation.

Technical Support Supervisor at Guardzilla (2015-09 – 2020-04)

Security Systems | IP Camera / Network Security Systems | Team of 10

• Led and managed a fully remote team of 10 support agents — overseeing ticket queues, QA reviews, SLA compliance, and workload distribution.
• Delivered Tier 1 and Tier 2 support for IP-based security camera systems including remote diagnostics of hardware, firmware, and network configuration.
• Served as primary escalation point for hardware, software, and telecom incidents — resolving high-complexity issues with minimal engineering involvement.
• Authored a comprehensive knowledge base library used across the support organization, improving team consistency and first-contact resolution rates.
• Created and managed performance metric spreadsheets used for team reviews and executive-level analytics reporting.