Technical Support Customer Experience

JAEDEN

DESPANIE

J

D Cypress, Texas *****,

337-***-****

*********@*****.***

PROFESSIONAL SUMMARY

Thorough and knowledgeable Technician with in-depth understanding of hardware and software. Independently resolves challenging support calls with a calm, level-headed approach. Well-versed in computers and mobile devices with 6+ years in customer-facing roles in sales and troubleshooting. SKILLS

• Remote Diagnostics • Customer experience management • Technical Instruction

• System Configuration • Help Desk Support • Advanced Troubleshooting

• Excellent communication skills • Strong mechanical aptitude Proficient in diagnosing and troubleshooting technical issues

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EXPERIENCE

Technical Support Specialist June 2022 - Current

Asurion Houston, Texas

• Guided users with troubleshooting using diagnostic tools.

• Identified and resolved issues using software and hardware.

• Accommodated wide-ranging customer experience levels by adjusting technical support strategies.

• Diagnosed and resolved technical hardware and software issues.

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

• Monitored live chat support queues while providing real-time assistance to clients.

• Troubleshot and resolved network connectivity issues for individual users.

• Guided calls using excellent communication skills and decisive approach. Business Support Analyst January 2020 - June 2022

ATT Cypress, Texas

Developed strong connections with internal business partners, cultivating trust in service delivery and firm understanding of client needs.

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• Evaluated vendor proposals to determine best fit for organization's needs.

• Performed cost-benefit analyses on proposed projects or initiatives.

• Identified potential risks and developed mitigation strategies accordingly.

• Diagnosed and resolved technical hardware and software issues.

• Concurred with staff to address and resolve complex issues. IT Technician Intern May 2017 - July 2018

South Louisiana Community College Lafayette, Louisiana

• Helped prevent security intrusions by quickly installing new software patches.

• Provided technical support to staff members via telephone, email, or in-person visits.

• Maintained detailed documentation for system builds, configurations, and support procedures.

• Managed technical support and maintenance for company-owned mobile devices.

• Delivered expert IT assistance to off-site employees and remote offices.

• Coordinated installation of virtual network systems at customer locations, including cabling, equipment, and devices. EDUCATION

Bachelor of Science (B.S.) - Computer Science May 2025 Southern University & A&M College, Baton Rouge Louisiana

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