Technical Support Specialist

April McAlister

Objective

Customer-focused helpdesk specialist with more than 15 years of active experience in providing quality services to customers in all assigned tasked while upholding regulations. Looking for a technical support position in a dynamic organization where my skills will be fully utilized.

Skills & Abilities

Organizational Skills

Data Analysis

Project Management

Verbal and Written Communication Skills

Problem Solving

Orthotrac

Bomgar

SQL

References

AVAILABLE UPON REQUEST

Experience

FASTWYRE BROADBAND –

CUSTOMER SERVICE REPRESENTATIVE

SANDY SPRINGS, GA

JAN 2025 - PRESENT

In a call center environment, my capacities in this position are to interact with customers assisting with billing issues, troubleshoot technical problems with services and processing service changes and upgrades.

Also accountable for handling customer complaints and concerns and providing pertinent information regarding service packages and prices.

ASSETWORKS –

RESOLUTION CONSULTANT

ATLANTA, GA

SEPT 2021 – SEPT 2023

As a tier one employee, my duties included assisting clientele with accessing their accounts. In addition, I also activated and deactivated accounts when necessary.

CLOUD 9 SOFTWARE -

TECHNICAL SUPPORT SPECIALIST

ALPHARETTA, GA

APR 2021 – JUN 2021

Responsible for prompt and accurate responses supporting clientele and team members. In addition to operational support, I provided by training clients on posting payments, contract and adjusting transfers I aided in correcting network errors and provided support on Bomgar Remote Access and offered analysis support using SQL Scripting.

Recorded entries, documented issues and provided resolutions through the CRM System. Escalated issues as needed to supervisor. I also submitted proposed solutions to complicated issues in knowledge-based and internal/external documentation.

Maintained and increase product knowledge on applicable products and/or applications via training.

Other duties included: input training based on call escalations, resolved conversion issues and live-line calls, emails, faxes or other methods of contact as needed. Also collected data from customer sites following HIPPA guidelines where applicable.

Introduced new products, features, product usability and supportability to clients while attending trade shows.

CARESREAM DENTAL –

TECHNICAL SUPPORT SPECIALIST

ATLANTA, GA

JULY 1999 – DEC 2020

Responsible for prompt and accurate responses supporting clientele and team members. In addition to operational support, I provided by training clients on posting payments, contract and adjusting transfers I aided in correcting network errors and provided support on Bomgar Remote Access and offered analysis support using SQL Scripting.

Recorded entries, documented issues and provided resolutions through the CRM System. Escalated issues as needed to supervisor. I also submitted proposed solutions to complicated issues in knowledge-based and internal/external documentation.

Maintained and increase product knowledge on applicable products and/or applications via training.

Other duties included: input training based on call escalations, resolved conversion issues and live-line calls, emails, faxes or other methods of contact as needed. Also collected data from customer sites following HIPPA guidelines where applicable.

Introduced new products, features, product usability and supportability to clients while attending trade shows.

1999 - 2001

HEWLETT PACKARD –

PROJECT MANAGER

ATLANTA, GA

Managed the company’s product logistics and deliveries.

Education

ADVANCE CAREER TRAINING ~ ASSOCIATE DEGREE – BUSINESS

July 2007

ATLANTA, GEORGIA

DEVRY INST OF TECHNOLOGY COMPUTER SCIENCE

February 1996

ATLANTA, GEORGIA

***********@*******.*** ٠ 10385 WISTERIA LANE JONESBORO, GA 30238 ٠-404-***-****

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