(555) 432-1000,
Montgomery Street, San Francisco, CA 94105
Professional Summary

Knowledgeable and dedicated customer service professional with extensive experience in the support industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

  • Mac systems
  • TCP/IP
  • Technical issues analysis
  • Software diagnosis
  • Customer services
  • Telephone etiquette
  • Customer engagement
  • Issue escalation
  • Remediation activities
  • Documentation and reporting
  • Web portals
  • CRM
  • Apache Hadoop
  • Traffic monitoring
  • Content Marketing
  • Video File Editing
  • Website optimization
  • Web development projects
  • Coding
  • CSS
  • JavaScript
  • Programming
  • HTML
  • PHP
Wayne State University Detroit, MI Expected in Bachelor of Arts : Digital Communications And Media - GPA :
  • Member of Wayne State Honor Society
  • Received Presidential Scholarship
  • Graduated magna cum laude
  • Graduated with 3.8 GPA
  • Dean's List
Work History
Sms - IT Support Specialist
Colorado Springs, CO, 08/2010 - 03/2020
  • Developed and tested new product offerings prior to release to assist development team in bug identification.
  • Processed over 100 support requests weekly for technical assistance on wide range of issues related to web applications, emails, computers and mobile devices.
  • Created support documentation that empowered and enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
  • Configured hardware, devices and software to set up work stations for employees.
  • Determined hardware and network system issues using effective troubleshooting techniques.
  • Created help desk tickets, troubleshot and resolved desktop issues.
  • Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
  • Delivered onsite technical support for 10 employees.
  • Delivered remote technical support for 10 employees.
  • Installed, modified and repaired software and hardware to resolve technical issues.
  • Fielded inbound phone calls, support chats, and emails to deliver effective support and remotely resolve service issues.
  • Trained and supported end-users with software, hardware and network standards and use processes.
  • Resolved issues with systems, hardware and telephones quickly and accurately.
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across all time zones.
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Managed customers' expectations of support and technology functionality in order to provide positive user experience.
  • Documented all transactions and support interactions in system for future reference and addition to knowledge base.
  • Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
  • Loaded software, granted permissions and configured hardware for new employees as part of onboarding process.
  • Identified and solved technical issues using variety of diagnostic tools and tactics.
  • Built and provided basic end-user troubleshooting and desktop support on Windows, Linux and Mac systems.
  • Removed malware, ransomware and other threats from laptops and desktop systems.
Truelieve - Chat Support Specialist
Tallahassee, FL, 08/2010 - 03/2020
  • Handled inbound customer chat conversations from various websites.
  • Documented all customer information accurately in computer system, providing dated notes for future reference.
  • Remedied issues quickly and within parameters of company-mandated policies and procedures.
  • Worked closely with each customer to carefully resolve issues within timely fashion.
  • Provided online demonstrations to educate customers on product features and online help resources.
  • Assisted the support department with email-based and phone support when short-staffed.
  • Promptly responded to inquiries and requests from prospective customers.
  • Trained new personnel regarding company operations, policies and services.
  • Increased efficiency and performance by monitoring team member productivity and providing feedback.
  • Improved operational efficiencies while managing customers requests, inventory, transactions, new purchase orders and pricing needs.
  • Provided accurate information about promotions, customer programs and products, helping drive high customer retention.
  • Cross-trained and provided back up for customer service managers.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Effective liaison between customers and internal departments.
  • Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
  • Consulted with outside parties to resolve discrepancies and create effective solutions.
  • Provided onboarding and guidance to other sales representatives to meet sales goals while growing opportunities.
  • Maintained up-to-date knowledge of product and service changes.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
  • Collaborated with sales team members to stay current on inventory levels, complete accurate orders and resolve item issues.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Cross-trained and backed up other customer service managers.
  • Provided primary customer support to internal and external customers in fast-paced environment.
Flexcare - Webmaster
Charlotte, NC, 08/2010 - 03/2020
  • Built user interface, data visualizations and designed overall user experience.
  • Identified and eliminated website bugs to improve user experience.
  • Configured and purchased domains for websites.
  • Maintained websites for branches of Direct Marketing Specialists, LLC.
  • Troubleshot issues with websites and fixed scripting and use issues.
  • Conceptualized, planned and executed original designs for wide range of website properties.
  • Designed graphics for website decoration and layout.
  • Developed functional digital design concepts across various platforms to strengthen company brand and identity.
  • Established presentation consistency across Chrome, Safari, Firefox and other common browser interfaces.
  • Designed, developed and implemented software applications for website based on analyzed requirements and understanding of industry technical standards.
  • Determined coding requirements for site creation, including e-commerce capability, security and specialized scripts.
  • Oversaw technical issues and troubleshooting requests to resolve surfaced problems.
  • Oversaw web platform testing, troubleshooting and user sampling prior to live deployment.
  • Designed, implemented and monitored web pages, plugins and functionality for continuous improvement.
  • Provided ongoing efficiency and security maintenance and patching on website interface to maintain viability after launch.
  • Generated web hosting presence to accommodate specified needs, uploading and maintaining files on account.
  • Pulled from PHP, SQL, JavaScript and other back-end library knowledge to bolster programming resources.
  • Multi-tasked across multiple focuses to generate project results and meet deadlines and organizational expectations.
  • Oversaw back-end development using PHP to maintain website integrity, security and efficiency.
  • Implemented website maintenance, content management, update and security resource tutorials to assist end-user training.
  • Planned website development, converting mockups into usable web presence with HTML, JavaScript, AJAX and JSON coding.
  • Strengthened organizational intranet program and sub-sites to bolster internal communication strategies.
  • Provided front-end website development using WordPress, Hubspot and other editing software.
  • Researched new technologies, software packages and hardware products for use in website projects.
  • Applied latest emerging technology, software and project application trends to update and maintain site applicability.
  • Employed coding practices based on commonly accepted standards to establish site layout and user interface.
  • Implemented Google-based and other campaigns with slant toward SEO.
  • Developed wireframes, site maps and content inventories for new website designs.
  • Conducted testing and review of website design for responsiveness, clarity and effectiveness.
  • Assisted web presence planning, implementing changes and integrating requested elements to streamline business operations.
  • Employed search engine optimization tactics to increase reach of targeted audience.
  • Wrote lines of code using HTML, CSS, JavaScript and jQuery languages.
  • Ran debugging tools such as Firebug and Chrome Inspector to eliminate flaws and glitches prior to publishing.

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School Attended

  • Wayne State University

Job Titles Held:

  • IT Support Specialist
  • Chat Support Specialist
  • Webmaster


  • Bachelor of Arts

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