Technical Support Customer Care

Dylan Long

**** * *** **, *** *** Austin, TX ****4 • 512-***-****• ****.*****@**.**

Inbound and outbound technical support professional with a 2+ year history of exceeding established goals and customer expectations. Experienced in technical knowledge, technical support, and general customer care. Recognized for excellence in attendance and punctuality, meeting metrics, teamwork, enthusiastic participation in continuous learning opportunities, and the field of Cyber Security, Ethical Hacking and Web Application Penetration Testing.

SKILLS and EXPERTISE

Hardware and Software Support Communication – verbal& written Knowledge of operating systems

Customer Service Problem solving Technical Troubleshooting Microsoft Office365 Basic Networking Skills Documentation and Ticketing Time-Management and Prioritization Team Collaboration Active Listening and Empathy PROFESSIONAL EXPERIENCE

Help Desk Analyst Level 1, Whole Foods Market – Austin, TX Mar. 2022 – Jul. 2023 Provide Retail Technical Support of sales-floor technology and equipment for whole foods employees

• Successfully resolved 15-25 inbound support requests per day, via inbound calls, email, ticketing system

• Recognized as one of the top Analysts with lowest “wrap time” per call consistently until contract ended

• Successfully place 20-30 outbound calls per hour daily

• Contributed to Knowledge Base regularly and reduced troubleshooting steps needed and improved best practices for incidents significantly reducing troubleshooting steps for important processes such as remote re-imaging, and for self-checkout machine issues. Customer Care Professional, Dun & Bradstreet- Austin, TX Mar. 2021- Feb. 2022 Customer care servicing inbound and outbound calls for registering businesses for the SAM (System For Award Management) program

• Successfully guided customers through complex government registrations for the SAM program, for small businesses, sole proprietors and large corporations

• Handled 30-60 inbound calls daily with about 30-40 meeting qualifications for the program

• Recognized for perfect attendance, and lowest wrap times for all calls among a team of 25+ people

• Maintained an exceptional customer service rating of 4.5 stars (out of 5) based on written customer reviews Professional Pet Care Provider, Self employed – Austin, TX Sep. 2016 – Mar. 2020 Ran my own pet care business on platform rover.com for several years

• Maintained a perfect 5 star (out of 5) rating and positive reviews from clients reviews.

• Demonstrated proficiency is caring for various breeds, handling specific dietary needs, administering medications, and accommodating unique behavioral requirements.

• Constantly provided reliable and punctual service demonstrating a strong commitment to the welfare and happiness of all pets on my care

EDUCATION & CERTIFICATIONS

High School Diploma, Brookfield High School, Brookfield, OH 2007-2011 7.5 total hours of Metasploit Framework Penetration Testing with Metasploit(Oak Academy) Oct.2020 14.5 total hours of Learn Ethical Hacking From Scratch,(Zsecurity) Udemy, Feb. 2021 4.5 total hours of The Complete Nmap Ethical Hacking Course: Network Security, Udemy, Mar.2021 16 total hours Ethical Hacking: Become an Ethical Hacker (Oak Academy), Udemy Apr. 2022 4.5 total hours Learning IT Help Desk for Beginners(Emilio Aguero) May 2022 2.5 total hours Powershell for Beginners(Blueline Learning Solutions) Jul. 2022

Contact this candidate