Technical Support Customer Service

Victor Newsom

NC • 704-***-**** • ***********@*****.*** • linkedin.com/in/victor-newsom

Strategic and results-oriented Senior Application Analyst with over 6 years of experience optimizing and managing mission-critical applications. Skilled at troubleshooting and resolving complex technical issues, ensuring seamless functionality of enterprise-level applications. Known for a meticulous approach to problem-solving and a commitment to delivering high-quality solutions. CERTIFICATIONS

Oracle Cloud Infrastructure Foundations Associate

Oracle

Google Data Analytics Professional Certificate

Coursera

SKILLS & INTERESTS

SQL, Unix/Linux, Office 365, Data Analysis, Application Support, Technical Support, FTP, R, Power BI, Customer Management, Time Management, Teamwork, Troubleshooting, Training, Jira, Product Support, Cybersecurity, Data Analysis

AWARDS & SCHOLARSHIPS

Core Value Award 04/2023

Toast

Tech Of The Month 03/2021

Wake Forest Baptist Health

WORK EXPERIENCE

Senior Customer Care Expert

Toast 08/2021 - Present

• Created 25+ comprehensive training documents for new hires and hosted live Zoom training sessions for specific modules of the program, contributing to the team's continuous improvement and skill development.

• Played a crucial role as a member of the Escalation team, providing support and resolutions for Enterprise customers.

• Developed and implemented customer service policies and procedures, ensuring the application of adequate techniques and best practices, contributing to a more efficient and customer-focused support system.

• Served as the Subject Matter Expert (SME) on the team for all EDI Requests; Reducing ticket SLA by 45% by demonstrating in-depth knowledge and expertise in handling complex customer inquiries.

• Led multiple quarters with the highest CSAT and ticket volume rankings (1.7x expected volume), showcasing exceptional leadership and commitment to delivering outstanding customer service. Service Operations Tech II

Wake Forest Baptist Health 03/2021 - 08/2021

• Managed technology infrastructure for over 500 rooms, demonstrating excellent organizational skills and attention to detail in providing technical support.

• Applied critical thinking and research to address complex technical issues, ensuring efficient and effective problem resolution.

• Collaborated with vendors to create a streamlined support process, enhancing the efficiency of technical support services.

• Utilized Putty to troubleshoot networking issues on Cisco switches, demonstrating proficiency in network troubleshooting tools.

Technology Support Technician

UNC Kenan-Flagler Business School 04/2019 - 03/2021

• Collaborated with the Instructional Design team to create course content, contributing to the development of an engaging and effective learning experience.

• Utilized SQL to import student information for the website, demonstrating proficiency in database management and data integration.

• Conducted webinars on IT systems and protocols, providing valuable insights and training to end- users.

TAC Voice Analyst

Bandwidth Inc. 05/2018 - 04/2019

• Utilized networking tools to diagnose and resolve technical problems, contributing to the efficiency and reliability of Voice over IP services.

• Achieved an outstanding average Customer Satisfaction (CSAT) score of 95.78 out of 97, reflecting a commitment to delivering top-notch support and service.

• Developed a deep understanding of Voice over IP networks, showcasing expertise in troubleshooting and resolving termination call issues.

6-Tech Analyst

The University of North Carolina at Greensboro (UNCG) 09/2016 - 05/2018

• Troubleshooted internet connectivity issues, applying technical expertise to ensure uninterrupted access for users.

• Managed and maintained a walk-in help desk, providing comprehensive technical support for students, faculty, and staff.

• Diagnosed hardware and software problems for a variety of devices, including PCs, Macs, tablets, Android, and iPhone devices.

EDUCATION

Bachelor’s Degree in Information Systems

University of North Carolina at Greensboro

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