Technical Support Specialist

CHINATTE DENARD

Morrow, GA *****

404-***-**** - *********@*****.***

PROFESSIONAL SUMMARY

Skilled Labor Worker with strong track record of success in maintenance, repair and general labor. Multitasks and works well in fast-paced, high-volume environments. Flexible work and shift schedule with expertise operating basic Microsoft Office Skills. Excellent work performance in individual and team roles combined with superior attendance record.

ACCOMPLISHMENTS

Supervised team of Number staff members.

SKILLS

On-Site Technical Support

Remote Technical Support

Hardware Installation

Product Reliability

Incoming Call Management

Technical Troubleshooting

Help Desk Support

VoIP Installation

Desktop Support

WORK HISTORY

10/2022 to 03/2023 Tier 2 Technical Support Specialist Statefarm Insurance – Sandy Springs, GA

Shepherded customers through ongoing or multifaceted technical struggles to research long-term solutions.

Assessed technical complexity of tickets to escalate to Tier 3 team. Received inbound phone calls transferred from Tier 1 specialists to research and resolve advanced technical issues.

Performed technical troubleshooting and diagnosis, software installation and information gathering to keep infrastructure operational. Researched and identified solutions to technical problems. 01/2022 to 10/2022 Customer Support Tier 1 Analyst Accenture Federal Services – Atlanta, GA

Recognized escalation needs and connected customers with advanced support staff.

Troubleshot problems with software, hardware and networking for users. Managed fast-paced call center work to assist high volume of daily customers using multiple internal databases and systems.

Supported customers throughout incident response, management and resolution to deliver expert assistance for technical needs.

03/2020 to 12/2020 Benefits Specialist

AT&T – Morrow, GA

Explained benefits to plan participants in easy to understand terms in order to educate each on available options.

Resolved issues and inquiries from plan participants regarding health and welfare benefits and deductions through telephone, email, and in-person interactions. Observed strict procedures to maintain data and plan participant confidentiality. Checked employees' benefits enrollment for accuracy and inputted all data into Software.

03/2014 to 03/2020 Customer Service Representative Robert Half Office Team – Hapeville, GA

Handled customer inquiries and suggestions courteously and professionally. Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.

Answered constant flow of customer calls with minimal wait times. Answered customer telephone calls promptly to avoid on-hold wait times. EDUCATION

06/2012 Bachelor Of Business Administration: Business Administration Strayer University - Washington, DC

05/2004 Certificate: Business Management

Atlanta Job Corps Center - Atlanta, GA

CERTIFICATIONS

CCIE - Cisco Certified Internetwork Expert

AFFILIATIONS

City of Atlanta-City Hall Treasury Division

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