Customer Service Technical Support
Resume:
Joel Smith
With enough effort, no problem is insurmountable
Bothell, WA 98021
*************@*****.***
I have lived and experienced life on many different levels and in a variety of locations and industries. Throughout all of this there has been one inescapable constant technology. Despite using and aiding others with technology for years, my first foray into direct technical assistance wasn't until 2013 when I got a temporary job as a level 1 technician for over-the-phone support with Vizio televisions. In this capacity I provided technical advice and setup directions to a variety of excited new technology owners of varying skills. As a result of my skills and customer service, I was asked to stay on and transfer to the permanent team: Verizon customer service and technical support. Due to my experience in Verizon technical support, it was no wonder that I applied to be a member of the software technical support team over at Decipher (later merged with FocusVision). These skills then have since aided me in rapidly gaining knowledge of the various different technologies in the security industry and helped me to secure, and indeed accidentally create the position of TrackTik administrator at Palamerican security. This role gave me the confidence and experience to realize that I would like to take an even more active role in information technology by helping to establish technical solutions throughout the Seattle area for a company new. I helped implement technology solutions for a company starting with just the first site, which has since already rapidly expanded to include over 10 different sites and counting. At 1stMile I showed that a bit of an investment today yields fantastic results tomorrow. It is this passion and experience that I plan to bring with me as I pioneer my way officially into the world of information technology that I have been working towards for many years now.
Authorized to work in the US for any employer
Work Experience
Technical Support Engineer II
1stMile - Redmond, WA
Present
• Help customers solve technical issues with our products
• Answer questions from customers and prospective customers about the features and capabilities of our products
• Follow standard practices and procedures when assisting customers
• Document and maintain records in call tracking system of all information pertaining to customer problems or requests
• Escalate cases in a timely manner as appropriate and act as a liaison between customers and Level II Support
• Establish and maintain work habits that allow for the timely resolution of customer problems
• Perform related duties as assigned
• Creates Scripts for streamlining work-process flow TrackTik Administrator
Paladin/Palamerican Security - Seattle, WA
December 2017 to September 2019
• Responsible for planning, organization, and implementation of TrackIt systems in the Pacific Northwest
• Helped with technology inspections, set-up, and ordering
• Worked directly in tandem with site supervisors to ensure all technological needs were being met including setting up automatic alerts, email filters, excel tools, and technological training and troubleshooting for any sites with a site supervisor
• Responsible for monitoring report qualities, troubleshooting any failed to send reports, and technological training for any sites without a direct site supervisor
• Aided field supervisor with his duties where applicable and implemented various technological solutions to streamline billing needs
Team Lead / Assistant Site Supervisor
• charge of coordinating team at Southern Alberta Institute of Technology and 3 satellite sites - Mayland Heights Campus, Art Smith Aero Centre, Downtown Culinary Campus, and Point Trotter Locations (Map here).
• Knowing and training guards in essential skills including: dispatch/call in-take, CCTV knowledge, iNet, CCure and S2 access control procedures, Radio codes/practices, alarm response procedures, investigation and scene preservation techniques, interview techniques, report writing, Perspective reporting software, TrackIt site monitoring and reporting software, and patrolling techniques
• Trained in NVCI and standard first aid with first aid and CPR (Canadian Certificate #: 100291222)
• Site supervisory training including: occupational health and safety, harassment/workplace dispute resolution, time management, discriminatory and first nations sensitivity, team building, mobile patrols, and task prioritization.
Shift Supervisor / Key Holder
Davids Tea - Calgary, AB
August 2016 to December 2017
* Opening/Closing store, maintaining store security, and escorting deposits to safe
* Communicating Company initiatives to Tea Guides
* Empower Tea Guides to be self-sufficient by teaching proper navigation of tools (i.e., action sheets, company website, etc.)
* Facilitate a positive experience to all customers Technical Support Agent
FocusVision - Fresno, CA
November 2011 to June 2014
• Supporting clients over the phone and via email with basic and advanced programming needs (With an emphasis on the decipher platform requirements)
• Aiding Clients with basic scripting and GUI instructions (Graphical User Interface)
• Familiarity with HTML, CSS, XML, Python, jQuery, and javascript Solutions Specialist
Best Buy - Clovis, CA
July 2009 to November 2011
* Facilitating and minimizing losses during return/exchange transactions
* Informing and assisting customers in financing options and special offers
* Assisting customers in finding complete solutions for various different projects Education
BA in Mathematics in Theory and Geometric relations including topological Fresno State University - Fresno, CA
September 2010 to March 2013
statistics and data analysis
Decipher University
Skills
• Microsoft Office (6 years)
• Technical Support (4 years)
• XML
• User Interface (UI)
• HTML5
• Scripting
• JavaScript
• C/C++
• IT Experience
• IT Support
• Microsoft SaaS
• Microsoft AutoFlow
• Technical Support
• A+
• APIs
• Linux
• Microsoft Windows Server
• Mac OS X
Certifications and Licenses
A+
May 2019 to May 2022
Decipher U - Level II Programmer
June 2014 to Present
Advanced HTML, XML, python, and java training in survey-programming context Data analysis and statistical analysis techniques
Dale Carnegie Customer Service Essentials
July 2020 to Present
High-level techniques for keeping customers happy and how to take an upset customer into a champion.
Assessments
Intermediate Word Processing with Microsoft Word — Highly Proficient June 2019
Intermediate Word techniques, including the use of formatting, Track Changes, and Comments. Full results: Highly Proficient
Customer Focus & Orientation — Highly Proficient
June 2019
Responding to customer situations with sensitivity. Full results: Highly Proficient
Technical Support — Expert
July 2020
Performing software, hardware, and network operations. Full results: Expert
Technical Support: Customer Situations — Expert
July 2020
Responding to technical support situations with sensitivity. Full results: Expert
Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.
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