WILLIAM BLOUNT

907-***-****, ad3dc1@r.postjobfree.com, Huntsville, Alabama, 35805

SKILLS

Software Installation

Application Support

Customer Support

Cellular Network Support

Solutions Specialist

Remote Support

Mobile Device Management

PROFESSIONAL SUMMARY

High-performing Technical Support Expert skilled in understanding, identifying and resolving internal and customer technical issues. Consistently exceeds performance and quality targets and delights customers with exceptional service skills. Trained in remote troubleshooting and technical support.

EXPERIENCE

Technical Support Expert, May 2008 - Apr 2023

Verizon, Huntsville, Alabama

Recorded customer issues on database to streamline process and fastrack resolutions.

Maintained detailed records of fulfillment actions and processing of support agreements.

Guided users through step-by-step solutions following pre-determined scripts and technical troubleshooting procedures.

Guided calls using excellent communication skills and decisive approach.

Concurred with staff to address and resolve complex issues.

Resolved most calls with first contact and escalated remaining calls to appropriate personnel for swift handling.

Researched latest technology and products to stay abreast of current trends.

Upsold and cross-sold value-added products and services to callers.

Diagnosed issues with software and equipment using software systems and different troubleshooting techniques to locate root causes.

Resolved networking and connectivity issues remotely via telephone and online chat portals.

EDUCATION

None

University of South Florida, Tampa, Florida

Basic and Computer Electronics

Sheridan Vocational-Technical Center, Hollywood, Florida, May 1996

LANGUAGE

English

Native