Tier 2 Technical Support Representative

ANDREW MASON - TECHNICAL SUPPORT SPECIALIST

619-***-**** or ************@*****.***

Quota surpassing technical professional with a history of exceeding company metrics in a multitude of fields. Effectively communicates technical information to clients while maintaining a professional demeanor and providing excellent customer service. Core Competencies and Technical Skills

Core competencies include interpersonal communication, critical thinking, problem solving, and the ability to use multiple programs on multiple screens at once. Skilled with Microsoft Office programs (Access, Word, Excel, Powerpoint), all current Windows OS (XP, 7, 8, 10, Server 2008+), Multiple Remote systems (Bomgar, Teamviewer, etc), Android OS, Google programs (Gmail, Google Docs, etc), multiple time clock systems, multiple payment systems (PayPal, Vantiv, Square), multiple radiography systems (Carestream, Schick, Prexion, etc).

TDO Software

08/2017 - Current Tier 2 Technical Support Representative

Receive an average of 20-30 inbound phone calls from doctors and office staff, create tickets, diagnose complex issues related to proprietary software and interactions with integrated third party softwares, ensure quick and accurate resolutions and escalate tickets as needed, contribute both internal and client based articles to the Knowledge Base for assistance with future issues, assisting in the training of new tier 1 employees, complete computer checkouts for computer and performance issues, and train offices on improving their x-ray imaging quality, all while providing friendly and professional customer service.

Aerotek

08/2016 - 05/2017 Urgent.ly Customer Service Representative

Receive tickets that have not been accepted by providers and call additional providers to ensure customers needs are rapidly met. Work with providers and contractors to overcome obstacles preventing customer's transactions from being completed. Monitor multiple jobs and contact providers for estimated times of completion, contact customers and ensure their transactions are completed to their satisfaction.

McKesson

05/2016 - 08/2016 REMS Service Representative

Received inbound phone calls from doctors, nurses, pharmacists, and patients, regarding their status on a high risk medication. Followed the procedures of the REMS (Risk Evaluation and Mitigation Strategies) program, ensuring that all parties are registered correctly and have the necessary certifications. Also assisted in troubleshooting the REMS program website and electronic testing materials, as well as ensuring errors in the system were reported and corrected.

CONCENTRIX

05/2015 - 05/2016 Tier 2 Technical Support Specialist for Samsung Responsibilities include taking inbound calls from customers from across the country, providing post- sales customer service and technical support to customers and answering technical questions related to Samsung Digital TVs, Smart TV's, and computers. Create tickets and provide first call resolution for customers.

Key Results: Became Team Lead/ Floor Support. Consistently exceeded Customer Satisfaction Scores (CSS/CSAT) and First Call Resolution (FCR) scores Received multiple awards for high Call Quality (QA)

CENTURY LINK

08/2014 - 05/2015 Sales and Customer Service Representative Responsibilities include assisting customers with billing inquiries, providing entertainment solutions for new customers, making changes to existing customers' products and services and light technical troubleshooting all while providing excellent service on every call. Create tickets and provide first call resolution for customers.

Key Results: Became Team Lead. Always met commission sales goal. Consistently received supervisor compliment calls for providing a great customer experience. DISH NETWORK 2014 Customer Service Specialist

Responsibilities include taking inbound phone calls from customers from across the country, assisting them with technical troubleshooting, billing inquiries, customer service questions, as well as accepting payments via credit card and EFT, selling multiple entertainment products and services, and accurately responding to all questions ensuring customer satisfaction.

REVANA INC.

2013 New Customer Sales Associate

Responsibilities include assisting new customers by presenting all Charter products and services to potential clients, developing positive relationships with clients, and increasing revenue by closing the sale.

O'Reilly Auto Parts

2008-2012 Front End Supervisor

Started as a Counter Sales Associate, advanced to Supervisor role. Matched product to customer’s needs. Engaged customers and explained related products to generate larger cash ticket average sales. Generated leads, completed cold calls, and made sales. Key Results: Exceeded company’s standard by +5% monthly. Recognized as top seller for Store, District, and Region. Awarded several “You Rock Awards” for highest cash ticket average and over-all sales. Awarded “Shamrock Award” for excellent customer service. Education

MIRA MESA HIGH SCHOOL

High School Diploma

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