Technical Support Specialist

Chantrelle Adams

**** ****** **, ***. *** • 469-***-**** • ***.*****@*****.***

Technical Support Specialist

Detail-oriented and customer-centric technical support specialist with 8+ years of history exceeding established goals and customer expectations. I have expertise in troubleshooting software, hardware, and network issues. I’m proficient in Windows, macOS, and various ticketing systems. I possess strong problem-solving skills and a proven ability to communicate technical information effectively to users of all levels. I have extensive experience in customer-facing and end-user support roles, with a strong track record of providing timely, accurate and tailored solutions and clear communication to enhance user satisfaction and experience. I’ve been recognized for excellence in meeting metrics, teamwork, and enthusiastic participation in continuous learning opportunities in Challenger and My Learning Portal.

SKILLS and EXPERTISE

Proactive problem avoidance

Customer advocacy

Phone customer service

Customer satisfaction

Handle high call volume

Strong effective communication skills

Professional demeanor

Creative Problem-solving in real-time

Insurance industry knowledge

Product knowledge

Team collaboration

Service issue management

Strong Multi-tasking capabilities

Windows PC proficiency

Attention to detail

Accuracy in work

Oral/written communication

PROFESSIONAL EXPERIENCE

Caregiver, Affordable Eldercare - Dallas, TX Nov. 2017 – Current (part-time)

Provide personalized home healthcare services to a diverse client base, offering tailored medical and personal care in clients' residences to support their health and well-being effectively.

Deliver comprehensive personal care services to Medicaid clients with functional limitations, enhancing their ability to perform daily living tasks and improving their overall quality of life.

Administer medically related care in accordance with physician-prescribed plans, ensuring precise adherence to each client’s individualized care plan and contributing to better health outcomes.

Achieved high levels of client satisfaction by providing empathetic and effective support tailored to the specific needs of clients, demonstrating reliability and expertise in managing health-related care tasks.

Technical Support Specialist, Dexian – Plano, TX Aug. 2023 – Mar. 2024 (remote Short-term contract via McKesson)

Provided expert troubleshooting support to pharmacists and pharmacy technicians at thousands of locations, facilitating prescription processing through advanced applications and tools to enhance operational efficiency and accuracy.

Collaborated with pharmacists and pharmacy technicians to troubleshoot and resolve prescription processing issues via the Enterprise Rx App, ensuring accurate and timely resolution.

Streamlined user management processes by utilizing ForgeRock Open AM for password resets and user account management across multiple pharmacy locations.

Improved workstation functionality through remote access with Go to Assist, performing software installations, configuring Zebra printers, and managing drivers and certificates.

Utilized a diverse set of tools, including Salesforce, Admin Tool, Cisco Jabber, Data warehouse, VPN, JIRA, Oracle TOAD, Microsoft Teams, and Outlook, to efficiently resolve complex pharmacy-related technical issues.

Ranked in the top 20% of an 800+ agent team for consistently maintaining low call-handling times and minimizing "not on phone" time, enhancing productivity and customer satisfaction.

Technical Support Specialist, SGS- Princeton, NJ Aug. 2022 – Jul. 2023 (remote Short-term contract via CVS)

Delivered comprehensive technical support across the entire CVS Pharmacy network, addressing a wide range of hardware and software issues to ensure seamless operations and maintain high service levels for all pharmacy locations.

Provided advanced technical support for CVS employees, remotely troubleshooting server issues and executing SQL-based solutions to quickly resolve store-level problems and ensure system up-time.

Administered hardware and account support for mission-critical systems, including cash registers, Assisted Checkout (ACO) machines, Extra-care Coupon Center (ECC) machines, Smart System (desktop), fax machines, servers, and Ironman machines, ensuring reliable and efficient operations.

Leveraged a comprehensive suite of tools such as knowledge bases, Q Logs, ADO (similar to JIRA), Mainframe, ServiceNow, Active Directory, SAAS, JavaScript, Citrix, Cisco, and Teams and more to resolve technical issues through to case closure, achieving high rates of problem resolution.

Ranked in the top 15% for key performance indicators, including after-call wait times, average handle time, first-call resolution, and customer satisfaction in a high-demand virtual call center environment, showcasing a commitment to performance excellence and customer service.

Technical Support Specialist, Tundra Tech Solutions – Dallas, TX Nov. 2021 – Jul. 2022 (remote Short-term contract via Thompson Reuters)

Conducted detailed troubleshooting of a tax application in partnership with tax professionals, ensuring accurate submission of clients' tax returns by resolving complex issues and optimizing the application's functionality.

Provided technical support for tax professionals using software to locate the correct input cells for over 40 tax forms for 1040 individual clients.

Assisted clients in resolving issues with Excel forms rejected by the IRS or internal systems.

Utilized a help and knowledge center, Q Logs, ADO (like JIRA), Citrix, Java, Cisco, Teams, and other tools to resolve customer problems until case completion and used the appropriate ticketing system to log and monitor issues.

Maintained high levels of KPI and quality assurance in a high-volume inbound call center environment.

Demonstrated excellent verbal and written communication skills, effectively multitasking with various resources to resolve issues.

Technical Support Specialist, Kelly Connect – Troy, MI OCT. 2019 – OCT. 2021 (remote Short-term contract via Apple)

Provided comprehensive troubleshooting support for Apple products, addressing hardware, software, and account security issues, and delivering effective solutions to Apple customers to enhance their user experience and resolve complex technical challenges.

Delivered expert technical support for a diverse range of Apple products—including Macs, laptops, iPhones, Chromebooks, Google Suites, smartwatches, and iPads—for a Fortune 500 company, ensuring swift resolution of hardware and software issues.

Effectively employed a suite of advanced tools such as Help and Knowledge Center, Q Logs, ADO (similar to JIRA), Citrix, Java, Cisco, and Teams to diagnose and resolve complex device issues, meticulously logging each case in the ticketing system for accurate tracking and follow-up.

Achieved and maintained superior performance metrics, consistently ranking high in Key Performance Indicators (KPIs) and quality assurance scores.

Exhibited exceptional verbal and written communication skills by collaborating seamlessly with customers and internal teams, leveraging various technical resources to ensure prompt and effective issue resolution in a high-volume virtual call center setting.

Technical Support Specialist, Sutherland Global– Pittsburgh, NY Aug. 2016 – Oct. 2019 (remote long-term position via Microsoft)

Resolved technical issues for Microsoft and Xbox customers, ensuring optimal performance of game systems and computers by providing timely and effective troubleshooting solutions.

Enhanced customer satisfaction by swiftly diagnosing and addressing a wide range of hardware and software problems, leading to improved system functionality and uninterrupted gaming experiences.

Utilized advanced troubleshooting techniques and in-depth knowledge of Microsoft and Xbox products to deliver high-quality support, resulting in high rates of first-call resolution and customer retention.

Optimized technical support operations, delivering solutions for hardware and software issues while maintaining strict adherence to company policies and procedures.

Successfully managed and resolved 25-50 cases weekly, consistently meeting performance targets by efficiently handling customer inquiries and follow-ups through detailed ticketing systems.

Provided expert support across diverse platforms, including gaming systems, desktops, laptops, Chrome OS, Chromebooks, and Google Suite.

Maximized resource utilization, leveraging the knowledge base and published materials to resolve complex issues, ensuring quick turnaround times and minimal escalations.

Ranked in the top 10% for Key Performance Indicators (KPIs) and quality assurance scores, reflecting excellence in customer satisfaction, accuracy, and efficiency.

EDUCATION & CERTIFICATIONS

High School Diploma, Irving High School, Irving, TX 2001 - 2002

Microsoft Office Video Training Courses (Word, Excel, PowerPoint), Microsoft, Online 2020

Challenger Training, Effortless Experience Certificate, Online 2023

My Learning Portal Certificates (LMS), Online ongoing from 2019

LinkedIn- https://www.linkedin.com/in/chantrelle-adams-693670127

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