Support Specialist Customer Service
Resume:
David True
Technical lead
Contact
League City, Tx
********@*****.***
https://www.linkedin.com/in/david-true-8a7654127/
Objective
I am an experienced IT professional with 15 years of diverse experience in the IT industry and almost 20 years of customer service focused employment. My ability to quickly adapt and provide my technical knowledge with a customer focused approach has proven invaluable to the teams that I have worked on. Most recently I was a Technical Team Lead for the Business Information Group, Inc. (Supporting The United States Department of Agriculture). Within this position I mentored a team of about 60 technicians, monitored service level agreements, and technical oversight.
Key Skills
Office 365
Citrix
Active Directory
VPN Troubleshooting
Network Troubleshooting
Education
North Mesquite High School
Highschool Diploma – 2006
United States Army
Munitions and Electronics Maintenance School - 2007
Experience
Feb 2023 – Present
IT Support Specialist Lead • The One 23 Group, Inc. (Remote)
Led and mentored a team of support specialist.
Provided weekly and bi-weekly 1:1 with support specialist.
Provided technical support to over 70,000 end users.
Assisted in responding to an average of 800+ contacts per day.
Served as the first point of contact for staff seeking technical assistance over the phone, email or Remedy.
Aug 2019 – Feb 2023
Electronics Fabricator • Cardionics (Webster, Tx)
Oversaw daily operations to ensure that the team was working in an efficient and customer centric manner.
Provided quality assurance reviews of products and services to ensure that they met company standards.
Programmed and updated firmware to circuit boards to ensure that they met customer expectations and closed/eliminated any know vulnerabilities.
Jan 2015 – Feb 2019
CEO • Polar Bear Photography
Enhanced client images through advanced software, ensuring final photographs met preferences and quality standards.
Managed business operations, including scheduling, invoicing, and financial tracking.
Fostered resolving issues with patience and empathy for both customers and employees.
Feb 2013 – Aug 2017
Officer • Texas Department of Corrections (Tennessee Colony, Tx)
Trained new recruits during On-the-Job Training (OJT) programs, following a nomination by leadership for mentorship responsibilities.
Conducted thorough cell searches to prevent contraband circulation, enhancing institutional security.
Monitored inmate activities vigilantly, effectively deescalating conflicts and ensuring the safety of individuals during high-risk situations.
Nov 2007 – Jun 2016
Server, Cashier, Grill Cook • Cracker Barrel (Arlington, Tx)
Efficiently multitasked to meet business needs (I.e., being able to switch between server, cashier and cook)
Trained and mentored new members of the staff to efficiently promote growth within the team.
Received corporate level awards and recognition for providing brand embracing experiences to both the staff and customers.
Mar 2012 – Aug 2014
Account Manager • Creative Solutions Vending (Dallas, Tx)
Through my strategic managing of our supply chain, I was able to promote a 35% increase in revenue.
Achieved awards for customer satisfaction ratings.
Directly oversaw the Dallas/Fort Worth metroplex.
Conducted electronic repairs when needed.
Aug 2006 – Aug 2014
Computer/Detection Systems Repair and Supply Specialist • ARMY
Assisted in the advanced preparation of deployment sites, enabling efficient setup and operation for arriving main force personnel.
Supported logistical and transport operations by becoming certified in airbrake busses and forklift operations.
Conducted maintenance and repair on critical systems, including microcomputers, telecommunications equipment.
References
Brayden Killough - Operations Manager (The One 23 Group)
904-***-**** - *********@************************.***
Bryant Causer – Incident Manager (The One 23 Group)
607-***-**** – *********@*****.***
Sierra Merritt– Project Manager (The One 23 Group)
719-***-**** – **************@*****.***
Contact this candidate