Support Specialist Technical

Eric Townsend

************@*****.*** 803-***-**** Greenville, SC

SUMMARY

Technical Support Specialist with 9 years of experience in IT support, customer service, and technical troubleshooting. Proven expertise in managing client profiles, wireless and wireline configuration support, and utilizing tools like ServiceNow, Azure, and Power BI. Skilled in incident management and problem resolution, seeking to leverage technical skills and client-focused approach in a Technical Support Specialist role. WORK EXPERIENCE

Cass Information Systems Greenville, SC

Tech Support Specialist Nov 2021 - Present

• Manage inventory for wireless business portals and provide configuration support for both wireless and wireline business tickets in Azure.

• Assist with client API system device catalog requirements and collaborate with clients to align device catalog support with policy and requirements.

• Facilitate vendor reporting requests and manipulate wireless reports for audit and optimization using Excel and Power BI.

• Administer Order Management and client profiles, ensuring timely updates on order status and milestones through SharePoint.

Pomeroy Greenville, SC

IT Service Desk Analyst Jul 2019 - Oct 2021

• Delivered professional customer service by effectively logging and managing client interactions via calls, emails, web forms, chat sessions, and voicemails using a service management tool.

• Troubleshot and resolved application issues utilizing Citrix and other knowledge support tools, while actively engaging in ITIL processes such as Incident Management, Request Fulfillment, and Problem Management.

• Routed unresolved tickets to appropriate resolver groups as part of Escalation Management, and contributed to team proficiency through participation in continuous training and project assignments. Amteck, LLC Greenville, SC

Electrician Apprentice Oct 2018 - Jul 2019

• Installed and routed electrical conduit and wiring on diverse service, commercial, and industrial projects, demonstrating proficiency in bending offsets, saddles, and 90-degree angles.

• Assisted in the termination of electrical panels and installation of fixtures and outlets, utilizing blueprint reading skills to ensure accurate and efficient execution. Verizon Greenville, SC

Tech Expert Jun 2014 - Dec 2017

• Managed billing and finances for clients, ensuring accuracy and timely processing.

• Led a team to improve performance by implementing best practices and updated policies.

• Conducted diagnostic tests on electronic devices and collaborated with businesses to resolve known defects. EDUCATION

Benedict College

Bachelor's, Accounting

Columbia, SC

Jun 2009

SKILLS

A+ (5 Years) • Construction • Customer Service (10+ Years) • Desktop Support • Microsoft Office (10+ Years) • IT Support (7 Years) • Help Desk • Service Desk • Active Directory • Microsoft Word • Schematics • Mac • Technical Support • Software Troubleshooting • Computer Networking • Network Support • Microsoft Windows • Lan • Remote Access Software • TCP/Ip • Microsoft Excel • Problem Management • Azure • APIs • Operating Systems • VPN

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