Technical Support Customer Service
Resume:
Theresa Elizabeth Mann
Missouri City, Texas 77459
***********@*******.***
Objective: To obtain a technical or management position in a strong and thriving company.
Education:
Regis School for Professional Studies, Fort Collins, Colorado
Completed Computer Science and Math coursework
University of Northern Colorado, Greeley, Colorado
Attended four years – Economics and Computer Science major
University High School, Greeley, Colorado
High School Diploma
Work Experience:
Telenetwork, WAH, Texas - 2016 to Present
Level Two Technical Support Representative
●Take supervisor calls.
●Take technical support calls for Internet Helpdesk Products
●Manage chat to assist L1’s and Trainee’s.
Assurance, Evans, Colorado – 2008 to 2009
Customer Service Representative
●Answered calls for mobile phone insurance company insuring Verizon and Sprint customers.
●Sold and upgrade insurance coverage for new and existing customers.
●Initiated service and replacement for damage claims.
Hewlett Packard, Loveland, Colorado – 1999 to 2004
Technical Support Engineer
●Analyzed RFP’s for sales reps and technical account managers for compatibility issues on product configurations for planned and current special builds on premiere customer accounts.
●Provided premium support services to business accounts called Support One. Standard business clients transferred in for our services without a contract would be charged for the call and it would be refunded if the issue was not resolved.
●Backline support for onsite engineers, and technical support representatives on critical accounts to resolve complex technical issues whose repair must meet contractual deadlines.
●Reviewed cases created by other teams for technical accuracy prior to parts dispatch or service assignment to improve first-time-fix rate.
●Authored technical and process documentation for use by repair technicians, service providers and support partners.
●Proposed and piloted new training methods that were implemented throughout the division to significant cost reductions.
●Primary focal for Assistive Technology Expo and Disability Mentor Day on behalf of HP Fort Collins, 2004.
●Managed several workplace seminars, events and training sessions for all three Colorado sites.
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