Technical Support Customer

Ajiro OMAS Clayton, GA ● (***) *** - **** ● ********@*****.***

SUMMARY

Experienced support professional with 10 years of expertise in providing comprehensive technical, administrative, and customer support. Proficient in troubleshooting, problem-solving, and delivering high-quality assistance in fast-paced environments. Strong track record of improving processes, enhancing customer satisfaction, and contributing to team success. Seeking to apply skills and experience to a dynamic support role within a forward-thinking organization.

EDUCATION

University of Central Florida - Associate of Science in Information Technology EXPERIENCE

Lead Technical Support Specialist 05/2021 – Present TechSolutions Inc. Atlanta, GA (Remote)

● Provided Tier 2 technical support for software and hardware issues, resolving 85% of cases on the first contact.

● Collaborated with cross-functional teams to identify and resolve recurring technical issues, reducing support tickets by 15%.

● Developed and maintained knowledge base articles, leading to a 20% decrease in support requests.

● Assisted in the training and onboarding of new support staff, improving overall team efficiency by 10%.

● Managed customer interactions through multiple channels, ensuring timely and accurate resolution of inquiries.

IT Support Analyst 07/2018 – 04/2021

PrimeTech Solutions Atlanta, GA (Remote)

● Provided desktop and remote support to over 500 end-users, handling issues related to software, hardware, and network connectivity.

● Achieved a 95% satisfaction rate by delivering prompt and effective solutions to technical problems.

● Implemented automated monitoring tools, resulting in a 30% reduction in system downtime.

● Coordinated with vendors and third-party service providers to ensure timely resolution of escalated issues.

● Played a key role in the migration to a new IT infrastructure, minimizing disruption and ensuring smooth transitions for users.

Help Desk Support Technician

NextGen Technologies Gainesville, FL (Onsite) 06/2014 – 06/2018

● Provided first-level support for a wide range of technical issues, maintaining an average resolution time of 15 minutes.

● Assisted in the implementation of a new ticketing system, improving response times by 25%.

● Conducted regular training sessions for end-users on new software and best practices, leading to a 10% decrease in support requests.

● Developed troubleshooting guides and documentation, enhancing the efficiency of the support team.

● Collaborated with the IT department to streamline processes and improve overall service delivery. SKILLS

Software Installation & Configuration System Analysis Network Administration Technical Troubleshooting

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