Technical Support Specialist
Resume:
TYLER MCDONOUGH
Rock Springs, WY
**.*****@*****.***
Authorized to work in the US for any employer
Work Experience
Member Services Representative
SoFi - Midvale, UT
March 2023 to Present
Teller
America First Credit Union - Cottonwood Heights, UT December 2022 to Present
Technical Support Specialist
InMoment / KForce Staffing - Salt Lake City, UT
July 2022 to September 2022
• Taking inbound tickets for application troubleshooting on various operating systems. If cannot resolve at my level I would escalate situations to either engineering if this is a bug or the NOC if there would be a global outage.
• Assisted in training new agents.
• Hosted team meetings via Zoom.
• Assisted team members if they were stuck.
• Worked directly with different resolver groups for more complex problems. Client Happiness Advocate
Earnest - Salt Lake City, UT
July 2021 to June 2022
• Answered customer queries about a new student loan(s), refinanced student loan(s), or private loan(s).
• Communicated directly with Engineering to follow through with resolution on escalated tickets, then follow up with the client that reported the issue to confirm resolution.
• Assisted in training new hires.
• Hosted team meetings via Zoom to go over our SLA progress and identified opportunities to be better.
• Contributed to a knowledge base when new issues were identified.
• Troubleshooting the customer’s computer, browser, setup if online app issues we causing clients pain. Corporate Trainer
Kroger / Prince Perelson Temporary Staffing - Midvale, UT April 2021 to May 2021
• I trained grocery client (Kroger) how to use the cash machine aka internal ATM for cashiers to manage their drawer.
• Assisted in training new trainers.
• Hosted training meetings via Zoom.
• Created training material, and PowerPoint presentations for the team from operating manuals. Technical Support 2
Verizon Wireless - Midvale, UT
February 2020 to April 2021
• I assisted customers in resolving their issues on billing, technical issues, activation or activations on government and small and medium businesses. Also, account specific issues, account updates, and credits if the customer had charge disputes.
• Assisted in training new agents.
• Hosted team meetings via Zoom.
• Assisted team members if they were stuck.
• Trained colleagues on new and upcoming technologies such as; plans, features, devices, processes and procedures.
• Worked directly with different resolver groups for more complex problems with IoT, and M2M. Customer Service Representative
Teleperformance - Sandy, UT
November 2019 to February 2020
• Inbound calls, emails, and chat for a customer apparel company’s customers’ order support like ordering, loyalty point issues, account updates, and credits if the customer qualified for returns/ exchanges.
• Assisted in training new agents
Technical Research Analyst
Netflix - Salt Lake City, UT
July 2019 to August 2019
• Researched and tried to replicate bugs or issues with Netflix streaming service(s) for all devices supported to run Netflix.
• Communicated directly with Engineering to follow through with resolution, then follow up with the client that reported the issue.
Technical Support Engineer II
DELL Technologies - Draper, UT
December 2018 to May 2019
Worked with big data storage (formerly EMC2) supporting our customers for break/fix related issues regarding big data storage networking and data replication.
• Utilized Active directory to add users to specific OUs or to unlock accounts or reset passwords.
• Used RSA to assist with VPN issues.
• Performed various hardware/software application/driver upgrades/updates within the clients operating environment.
• Used remote software applications like (LogMeIn, TeamViewer, Zoom, mstsc) to remote into users’ workstations to troubleshoot and repair technical issues related to Windows or other job-related software Sales Consultant
Victra - Verizon Wireless Premium Retailer - Salt Lake City, UT September 2018 to September 2018
• Provide high level customer service to manage a customers wireless account so they are getting all the services they need.
• Sold and supported customers using Verizon Wireless services and devices.
• Evaluated customer accounts for them to get more services for less based on usage. Vehicle Support Specialist
Tesla Motors - Draper, UT
October 2017 to September 2018
Worked closely with Tesla owners to resolve IT related issues in their vehicle - from roadside support, troubleshooting live with customer, and interface with sales and service departments.
• Utilized internal software to communicate with our vehicles via Linux commands.
• Emergency unlock vehicles after verification of the client.
• Performed software updates for the clients car to unlock new features and/or fix bugs.
• Worked directly with Software Engineering to deploy software bug fixes within the fleet. Techincal Support Engineer II
Dell EMC - Dell Technologies
October 2013 to October 2017
Worked with big data storage (formerly EMC2) supporting our customers for break/fix related issues regarding networking and data replication.
• Utilized Active directory to add users to specific OUs or to unlock accounts or reset passwords.
• Used RSA to assist with VPN issues.
• Performed various hardware/software application/driver upgrades/updates within the clients operating environment.
• Used remote software applications like (LogMeIn, TeamViewer, Zoom, mstsc) to remote into users’ workstations to troubleshoot and repair technical issues related to Windows or other job-related software Account Supervisor
Unisys - Salt Lake City, UT
June 2010 to September 2013
Supervising and managing people in a call center supporting multiple accounts and major customers for IT help desk related problems.
• Trained new help desk team members on how to be successful in their role.
• In charge of mentoring or disciplinary actions if needed with HR approval.
• Responsible for my agents training, success, and job satisfaction.
• When surveyed by management in employee engagement I was in the top supervisor between 2 centers and 20 other managers.
Manager in Training
Spring Mobile AT&T
August 2009 to June 2010
• Trained new staff/sales team members on products, new features, and the process for a successful sale.
• Assisted manager of store to track operations and success of the team, offering training if needed. Education
Associates in Computer Info Systems
ITT Technical Institute-Murray
Skills
• Supervising (3 years)
• Time Management (5 years)
• Customer Support (10+ years)
• Training
• Microsoft Office
• Active Directory
• Sales
• Technical Support
• Internet Of Things (IoT)
• Big Data
• Customer service
• Help Desk
• Operating Systems
• Computer Networking
• Microsoft Windows
• Microsoft Excel
• Communication skills
• Linux
• Software Troubleshooting
• LAN
• iOS
• VPN
• Mac OS
• Microsoft Windows Server
• Remote Access Software
• Supervising experience
• Customer service
• Training & development
• Account management
• Technical support
• Jira
• Computer networking
• Cash handling
• iOS
• Mac OS
• Help desk
• vSphere
• Windows
• Active Directory
Certifications and Licenses
ITIL v3
April 2016 to Present
ITIL Foundation Certificate
Assessments
Customer focus & orientation — Proficient
May 2022
Responding to customer situations with sensitivity Full results: Proficient
Customer service — Proficient
May 2022
Identifying and resolving common customer issues
Full results: Proficient
Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.
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