Customer Service Technical Support

Luis Cannon

Fort Worth, TX *****

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

+1-817-***-****

Authorized to work in the US for any employer

Work Experience

Remote IT Technician

Support.com - Texas

April 2021 to December 2022

AS part of my role at Support.com · I Remotely troubleshoot and resolve hardware issues.

· Reviewed support cases for technical and troubleshooting accuracy and identified needed improvements in processes.

· Consulted via telephone to understand user problems, run through testing scripts, and ask probing questions to locate root causes.

· Collaborated with support team to assist client stakeholders with emergent technical issues and develop effective solutions.

· Assisted in technical support process refinement to improve customer service and support.

· Created new accounts, reset passwords, and configured access to servers and file management software for users.

· Provided established on-call technical support using a rotational schedule. Customer Service Representative

uBreakiFix - Fort Worth, TX

January 2021 to April 2021

At uBreakiFix · Disassembled computer systems to troubleshoot and resolve hardware issues.

· Reviewed support cases for technical and troubleshooting accuracy and identified needed improvements in processes.

· Consulted via telephone to understand user problems, run through testing scripts, and ask probing questions to locate root causes.

· Collaborated with support team to assist client stakeholders with emergent technical issues and develop effective solutions.· Assisted in technical support process refinement to improve customer service and support.·Created new accounts, reset passwords, and configured access to servers and file management software for users.

· Provided established on-call technical support using a rotational schedule. Education

GED

Oklahoma Board of Education - Oklahoma City, OK

Skills

• DNS

• Operating Systems

• Excel

• Linux

• DHCP

• Troubleshooting

• Microsoft Windows Server

• LAN

• Desktop Support

• Technical Support

• PowerShell

• Mac OS

• Microsoft Windows

• Network Support

• TCP/IP

• Software Troubleshooting

• Mechanical Knowledge

• Computer Repair

• Information Technology

• WAN

• Active Directory

• Computer networking

• VPN

• Firewall

• TCP

• VoIP

• Help desk

• IT support

• IT

• Computer hardware

• Mobile devices

• AWS

Certifications and Licenses

WISE Certification

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