Seasoned Support Engineer well-versed in supporting users and troubleshooting common problems. Versatile professional bringing remarkable understanding of customer support operations and resilient nature focused on finding root causes and making permanent improvements. Offering 17 years of experience working in high-pressure environments to address customer concerns and questions. Dependable customer support agent with over 10 years of customer service experience. Communicate complicated concepts in clear manner. Flexible hard worker ready to learn and contribute to team success. Organized and motivated employee eager to apply time management and organizational skills in various environments. Seeking entry-level opportunities to expand skills while facilitating company growth. Dedicated employee known for punctuality, pursuing employment options where good customer service and positive attitude will make a difference.
Skills
Microsoft Office
People skills
Troubleshooting
Problem resolution
Technical Troubleshooting
HTML/CSS debugging
Call Center Operations
Customer support needs assessment
Conflict resolution
Training & Development
Experience
02/2016 to 07/2021
Website Support Technical Support EngineerDealerSocket – City, STATE,
Developed, coded, installed, tested, debugged and documented web applications using appropriate editors.
Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
Worked closely with team members to deliver project requirements, develop solutions and meet deadlines.
Prioritized and organized tasks to efficiently accomplish service goals.
Demonstrated self-reliance by meeting and exceeding workflow needs.
Demonstrated leadership by making improvements to work processes and helping to train others.
Provided excellent service and attention to customers when face-to-face or through phone conversations.
Exceeded customer satisfaction by finding creative solutions to problems.
Recognized by management for providing exceptional customer service.
05/2015 to 10/2015
Telecommunicator/DispatcherWinnebago County Sheriff's Department – City, STATE,
Monitored dispatch board and adjusted call priorities regularly based on caller needs.
Kept detailed and updated records of calls in physical and electronic databases.
Delivered informative details to law enforcement and other first responders in preparation for situations prior to arrival.
Received and processed 9-1-1 emergency calls to dispatch emergency services.
Took caller information, read associated computer information and documented vital details in call tracking and assignment system.
Operated law enforcement communication equipment and NCIC database to facilitate information to department.
Dispatched police, fire and EMS units to respond to emergent situations with established procedures.
Researched vehicular registration, driving records and warrant information to support officers with traffic stops.
Maintained contact with units on assignment to deliver further assistance and support when needed.
Read and effectively interpreted small-scale maps and information from computer screen to determine locations and provide directions.
Answered calls and complaints while providing community-oriented police services to improve and enhance quality of life community-wide.
Prioritized and organized tasks to efficiently accomplish service goals.
Provided excellent service and attention to customers when face-to-face or through phone conversations.
10/2003 to 04/2015
Telecommunicator/Police DispatcherHamilton County 911 – City, STATE,
Operated law enforcement communication equipment and NCIC database to facilitate information to department.
Dispatched police, fire and EMS units to respond to emergent situations with established procedures.
Received and processed 9-1-1 emergency calls to dispatch emergency services.
Researched vehicular registration, driving records and warrant information to support officers with traffic stops.
Maintained contact with units on assignment to deliver further assistance and support when needed.
Delivered informative details to law enforcement and other first responders in preparation for situations prior to arrival.
Took caller information, read associated computer information and documented vital details in call tracking and assignment system.
Read and effectively interpreted small-scale maps and information from computer screen to determine locations and provide directions.
Answered calls and complaints while providing community-oriented police services to improve and enhance quality of life community-wide.
Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
Prioritized and organized tasks to efficiently accomplish service goals.
Juggled multiple projects and tasks to ensure high quality and timely delivery.
Demonstrated self-reliance by meeting and exceeding workflow needs.
Provided excellent service and attention to customers when face-to-face or through phone conversations.
10/1998 to 07/2003
Telecommunications Technician/InstructorUnited States Marine Corps – City, STATE,
Installed, set up and repaired devices and system components.
Read and interpreted technical documentation in order to accurately configure equipment.
Continuously applied quality-improvement methodologies to improve work processes.
Anticipated and analyzed common connectivity workflow problems.
Coordinated trunk testing with phone vendors to troubleshoot possible problems.
Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
Worked closely with team members to deliver project requirements, develop solutions and meet deadlines.
Prioritized and organized tasks to efficiently accomplish service goals.
Juggled multiple projects and tasks to ensure high quality and timely delivery.
Demonstrated leadership by making improvements to work processes and helping to train others.
Provided excellent service and attention to customers when face-to-face or through phone conversations.
Improved operations by working with team members and customers to find workable solutions.
Education and Training
Expected in 04/1998
High School Diploma: Horace Mann High School - North Fond Du Lac, WI GPA:
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