CINTHIA

AKERS

ad24ge@r.postjobfree.com

985-***-****

Lacombe, La 70445

Detail-oriented, organized and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success. Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products. Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems.

PROFESSIONAL SUMMARY

Conduent - Technical Support Representative

Work from home • 06/2022 - 01/2023

Concentrix - Senior Advisor Apple technical support Remote • 03/2020 - 06/2022

Concentrix - Advisor 1

Remote • 03/2019 - 03/2020

WORK HISTORY

Used ticketing systems to manage and process support actions and requests.

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Assisted customers in identifying issues and explained solutions to restore service and functionality.

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Managed high levels of call flow and responded to [Type] technical support needs.

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Collaborated with supervisors to escalate and address customer inquiries or technical issues.

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Translated complex technical issues into digestible language for non-technical users.

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Assisted customers in identifying issues and explained solutions to restore service and functionality.

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Managed high levels of call flow and responded to ios technical support needs.

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Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.

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Promoted efficiency among departments with prompt resolution of system issues.

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• Documented support interactions for future reference.

• Monitored systems in operation and quickly troubleshot errors. Used ticketing systems to manage and process support actions and requests.

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Managed high levels of call flow and responded to technical support needs.

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• Diagnosed and troubleshot hardware, software and network issues. SKILLS

• Desktop support

• Data recovery

• Mac systems

• Technical issues analysis

• Software diagnosis

• Issue troubleshooting

• Adobe and Adobe Flash

• Microsoft Outlook

• PC component diagnostics

Technical documents

comprehension

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• Technical Support

• Account management

Ticket support system

management

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• Application support

Bay high School

Bay St.louis Ms • 05/2008

HS Diplom: High School

EDUCATION

Maximus Federal Services - Customer service representative Hattiesburg Ms • 03/2016 - 03/2020

Removed malware, ransomware, and other threats from laptops and desktop systems.

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Patched software and installed new versions to eliminate security problems and protect data.

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• Researched and identified solutions to technical problems.

• Configured and tested new software and hardware. Provided primary customer support to internal and external customers.

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• Answered constant flow of customer calls with minimal wait times. Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

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Developed customer service policies and procedures to meet and exceed industry service standards.

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Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.

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