ERIN LUCCHESI

Roy, WA

RESUME HIGHLIGHTS

• Highly skilled technical support specialist, with 12+ years of call center-based tech support experience combining both Apple and PC software and hardware along with several proprietary software systems

• Previous experience in full-time remote settings

• Always strives for first-call resolution

• Provides excellent customer service, while maintaining efficiency and productivity

• Experienced in handling 60+ service calls per day

• Certified Ellie Mae Encompass Administrator

EXPERIENCE

Encompass Administrator, then promoted to Encompass Administrator II (Remote)

Lower.com – New Albany, OH

January 2021 – August 2023

• Heavy Tier I and Tier II technical support of the Encompass software (and occasional relevant hardware support as well) via ticketing systems, primarily Zendesk, and a combination of Zoom calls, Teams calls and screen-sharing

• Frequently complimented on customer service and troubleshooting skills both

• Strived for first-contact resolution, and am frequently a resource for other members in the department

• Handled 20 + tickets a day on average and also managed a prioritized project queue as well

• Became an Ellie Mae Certified Encompass Administrator in just under a year, starting from zero experience with the software

• Bug reports and documentations along with frequent software testing within Encompass

Technical Support Specialist (Remote)

Northwest Multiple Listing Service – Kirkland, WA

May 2017 to December 2020

• Call center-based tech support role, handling 30+ calls per day for the realty listing service

• Strived for first-call resolution on all calls

• Provided intensive support of TransactionDesk, Matrix, and other frequently used realty software as well as some proprietary software

• Performed extensive hardware and software support on both Apple and PC devices

• Documented incidents using department standards in the Footprints ticketing system

• Tested new versions of software with bug reports and documentation

• Office365 support including training/account issues and device setup

Dispatcher

Wave Broadband – Kirkland, WA

March 2014 to November 2017

• Call center-based technical support role and routing support from 200+ field technicians across 3 states

• Handled 60+ calls per day

• Calls were documented to departmental standards using the Wipeout ticketing system.

• Provided efficient service to ensure the field techs were able to complete their work effectively

• First call resolution was a key performance metric

User Support Center Agent (Remote)

Liberty Mutual Insurance – Seattle, WA

May 2008 to October 2013

• Call center-based technical support role for 100,000+ users across the globe

• Assisted customers and documented the calls in the ServiceCenter ticketing system

• Customer service oriented, and provided users education on a very wide variety of technical issues, from HP and Bizhub printers to HP and Linux servers

• Helped a large set of offshore users with Citrix Server environments and profiles

• Provided extensive hardware and software support for Windows XP, Vista and Windows 7 desktops and laptops primarily

• Assisted with Microsoft Office Suite 2007 and 2010 (Word, Excel, PowerPoint, Access, and Outlook) as well as Active Directory maintenance

• Documented incidents using department standards, both major incidents (50k+ users affected) and minor

• Promoted from Associate User Support Center Agent to User Support Center Agent within a year due to high performance and attendance standards.

•Active Directory account creation/administration and group policy application/removal on accounts and basic account/access troubleshooting

EDUCATION

Bachelor of Science in Networking - 2008

ITT Technical School – Tukwila, WA

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