Technical Support Specialist

JOHN NOEL

**** * **** ******, *****, FL ***** 813-***-**** ***********@*****.***

Professional Summary

Technical support specialist with outstanding telephone, scheduling and documentation skills. Experienced in troubleshooting database system errors. I can offer a comprehensive technical background and advanced knowledge of Word Processor, Excel, Outlook, Publisher, CRM, SAP, TCP/IP Protocols and Windows Operating systems. Skills

• Expert In Microsoft Office Suite Critical thinking

• Skilled in Adobe Illustrator Project planning

• Skilled in Tableau Accurate and detailed

• Types 70 WPM Effective multi-tasker

• HTML and XML Excellent comprehension

Work History

Sales and Technical Support Associate Apr 2018-Feb 2022 TECO Energy 702 N Franklin St, Tampa, FL 33602

● Developed and executed targeted sales plans based on market trends.

● Conducted market research and built key account relationships.

● Planned and executed sales operations improvement projects.

● Established and maintained a CRM system for tracking and managing key accounts.

● Conducted regular audits of sales operations and implemented training programs.

● Trained sales representatives in effective negotiation techniques and updated contract templates.

● Defined key performance indicators (KPI) for contractors.

● Provided training for technical support teams and conducted regular reviews of product installation processes.

● Managed installation of products and service delivery. Client Technical Support Agent Apr 2016-Jan 2017

Dell (Convergys) 6302 E Dr M.L.K. Jr Blvd, Tampa, FL 33619

● Followed up with clients to ensure optimal customer satisfaction.

● Maintained records of daily data communication transactions, problems and remedial actions taken.

● Referred major hardware and software problems and defective products to vendors or technicians for service.

● Trained users in the proper use of hardware or software.

● Evaluated and conducted technical and functional research and analysis.

● Identified and solved technical issues with a variety of diagnostic tools. Technical Support Agent Dec 2015-Apr 2016

H&R Block (Convergys) 6302 E Dr M.L.K. Jr Blvd, Tampa, FL 33619

● Resolved problems with malfunctioning products.

● Continuously applied quality-improvement methodologies to improve work processes.

● Researched and recommended network and data communications hardware and software.

● Escalated unresolved issues to appropriate support team.

● Presented analysis in verbal and written reports.

● Provided after-hours support for applications and project efforts where needed. Area Supervisor Aug 2014 - Dec 2015

Ross Stores 2231 E. Hillsborough Ave, Tampa, FL 33610

● Oversaw daily office operations for staff of 4-15 employees.

● Organized forms, made photocopies, filed records and prepared correspondence and reports.

● Earned management trust by serving as key holder, responsibly opening and closing store.

● Restocked inventory every month and reviewed cash operation data to verify proper replenishment.

● Assumed ownership over team productivity and managed workflow to meet or exceed quality service goals.

● Scheduled staff shifts to cover peaks and lulls in customer inquiries. Independent Sales Representative Apr 2013 - Jan 2014 Vivint 12682 Telecom Dr Temple Terrace, Florida 33637

● Processed accounts receivable and accounts payable.

● Described product to customers and accurately explained details and care of merchandise.

● Provided an elevated customer experience to generate a loyal clientèle.

● Effectively communicated with and supported sales, marketing and administrative teams daily.

● Investigated and resolved customer inquiries and complaints in a timely and empathetic manner.

● Achieved sales goals and service performance requirements of $150,000 through new customer sales.

Education

Associate of Science Current

Hillsborough Community College 4001 W Tampa Bay Blvd, Tampa, FL 33614

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