Customer Success Technical Support

Stephen J. Powell

**** ****** *** ***** **********, SC 29405 Home: 843-***-**** ******************@*****.*** https://www.linkedin.com/in/stephen-p-63366487/

SENIOR SUPPORT ENGINEER CUSTOMER SUCCESS ARCHITECT DATABASE ADMINISTRATOR

IT Professional with a Decade of Experience in Customer Support, SQL, and Bash scripting and an Eye for Efficiency.

Core Competencies

Communication Skills

Customer Success

Network Administration

Ticket Management

Process Management

Device Troubleshooting

Technical Proficiencies

Database Management: Microsoft Access, SQL Server, and Postgres implementation

Web Design: Microsoft Expression Web 4 with CSS and HTML

Programming: Experience with Java, Python, Bash, and PowerShell scripting

Ticket Management: Salesforce, Remedy, and Zendesk implementations

Professional Experience

Technical Support Engineer, SVT Robotics - Charleston, SC October 2022 to December 2024

Designed PostgreSQL queries to assist customers and developers in troubleshooting

Built a new support ticketing process in Zendesk resulting in a 100% customer satisfaction rating and attaining 100% SLA efficiency across nearly 200 tickets in 2024

Migrated Support knowledge base from Notion to Zendesk, making information more accessible and increasing one-touch resolution to 22%

Led a team to standardize project handoffs across the company and increase communication between developers, PMO and support staff

Technical Support, Blackboard, Inc - Charleston, SC January 2022 to July 2022

●Enhanced customer satisfaction by handling between 20 and 30 inquiries daily

●Remotely updated and repaired hardware, walking users through each procedure to minimize user downtime

Technical Support, XCast Labs - Charleston, SC November 2021 to December 2021

Identified and resolved networking issues for clients, boosting satisfaction rates and lowering average resolution time by 25%

Facilitated relationships between customers and vendors, escalating nearly 100 tickets in November-December 2021

Tech Expert, Verizon Wireless, Charleston, SC April 2015-February 2020

Diagnosed complex hardware and software issues using remote techniques, resulting in a first-touch resolution rate of 87%

Resolved domestic and international service issues, enhancing satisfaction via account adjustments

Education

Master of Information Systems Management, Walden University, 2020

Enterprise Network Administration, Trident Technical College, 2020

Microsoft Network Solutions Trident Technical College, 2020

Bachelor of Arts, Religion, Middlebury College, Middlebury, VT, 2010

Professional Certificates

Network Pro Certification, April 2020

Linux Pro Certification, April 2020

Client Pro Certification, May 2020

Agile Project Management, University of Maryland 2024

Cybersecurity Essentials, EC-Council 2024

Essentials of Cybersecurity, University of Washington 2024

IBM Cybersecurity Fundamentals, IBM 2024

IT Project Management, University of Washington 2024

Leadership and Communication, Harvard University 2024

Leadership Essentials, Rochester Institute of Technology 2024

Leading in a Remote Environment, Harvard University 2024

Re-Imagining Leadership, The University of Maryland 2025

Secure Software Development Fundamentals, The Linux Foundation 2024

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