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- ACCOMPLISHMENTS
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Resolved product issue through consumer testing.
Skilled Tier 3, Product Ops Channel Support proficient in supporting hardware and software issues. Specializing in troubleshooting all phone brands. Over 3 years in IT support and troubleshooting.
Detail-oriented Tier 3, Product Ops Channel Support with extensive experience in telecommunications, retail and customer service. Troubleshoots highly technical, complex issues with ease and patience. Delivers Tier 2 and 3 support knowledge.
Results-oriented through emails and chats to Support Engineer with superior problem-solving and critical thinking skills, as well as meticulous attention to detail and methodical nature. Skilled in tackling problems in unique ways to develop innovative solutions. Consistently recognized by superiors and peers for knowledge and expertise.
Skilled Tier 3, Product Ops Channel Support with broad base of experience in technical support and operations. Resolves problems quickly, delivering high levels of customer satisfaction. Excellent knowledge.
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- Worked effectively with cross-functional design teams to create software solutions that elevated client side experience and significantly improved overall functionality and performance.
- Collaborated with cross-functional development team members to analyze potential system solutions based on evolving client requirements.
- Consulted with network engineering staff to evaluate hardware and software requirements for new system development.
- Tested troubleshooting methods, devised innovative solutions, and documented resolutions for inclusion in knowledge base for support team use.
- Increased sales by educating prospects on benefits of products and services in comparison to competitors.
- Delivered technical sales presentations to prospects and presented benefits and value of products.
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Worked closely with other business analysts, development teams and infrastructure specialists to deliver high availability solutions for mission-critical applications.
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
- Monitored, tracked and conveyed important patient information to healthcare staff to help optimize treatment planning and care delivery.
- Offered immediate assistance in emergency and routine paging situations to evaluate needs and deliver care.
- Answered patient assistance calls, assessed needs and offered qualified support.
- Documented observations and baseline measurements in medical records.
- Provided care for patients based on physical, psychological, educational and safety criteria.
- Configured hardware, devices and software to set up work stations for employees.
- Used Jira ticketing systems to manage and process support actions and requests.
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
- Conducted in-depth product and issue resolution research to address customer concerns.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Performed duties in accordance with all applicable standards, policies and regulatory guidelines to promote safe working environment.
- Prepared variety of different written communications, reports and documents to ensure smooth operations.
- Exceeded goals through effective task prioritization and great work ethic.
- Resolved problems, improved operations and provided exceptional service.
- Proved successful working within tight deadlines and fast-paced atmosphere.
Metro State University - Denver, CO
Community College Of Aurora - Aurora, CO
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Resume Overview
School Attended
- Metro State University
- Community College Of Aurora
Job Titles Held:
- Tier 3, Product Ops Channel Support
- PATIENT CARE TECHNICIAN
- TECHNICAL SUPPORT REPRESENTATIVE
- PATIENT SERVICE REPRESENTATIVE
Degrees
- Bachelor of Science
- Associate of Arts
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