Customer Support Specialist

John Moore

SE USA ****@****.***

Objective

Resourceful and adaptable Engineer/Solutions Specialist with 20+ years’ hands-on experience supporting customers, troubleshooting complex software and hardware issues, and optimizing technology workflows for business environments. Seeking to leverage broad technical acumen and a customer-first mindset as an Associate Customer Support Technician at Applied.

Professional Experience

Aeromedical / Nexa Technologies

Engineer / Technical Support Specialist

SE USA 2016–Present

Serve as primary escalation point for troubleshooting and resolving customer issues across software, hardware, network, and cloud systems; routinely handle real-time phone, email, and chat support for both B2B and internal clients.

Conduct root-cause analysis and triage technical problems for mission-critical systems (Unix/Linux, Microsoft, embedded ARM/Qualcomm platforms, and proprietary applications).

Translate complex technical concepts into clear, jargon-free language for customers and business stakeholders—because no one wants to read a syslog over breakfast.

Developed and maintained case documentation in platforms such as Jira, Freshdesk, and custom CRM solutions, ensuring seamless ticket handoffs and knowledge capture.

Coordinated with product engineering and development teams to escalate, document, and resolve high-impact incidents, delivering tangible improvements to uptime and user satisfaction.

Juggled multiple priorities in fast-paced environments, consistently exceeding service-level agreements and winning “most likely to be left alone to get the job done” by peers.

Previous Technical & Customer-Facing Roles

Various Companies

2000–2016

Supported a range of clients (internal and external) in troubleshooting and resolving IT issues, including POS systems, network infrastructure, and custom hardware solutions.

Provided on-site and remote training, helping users become more confident and independent with technology.

Created and delivered custom tools (Perl, Bash, Python) to automate repetitive support tasks and reduce ticket volume—a win for both customers and the bottom line.

Experience spans customer support centers, field service roles, and project-based consulting engagements.

Core Competencies

Real-time customer support (phone, chat, email)

Software/hardware/application troubleshooting

B2B client engagement

Case management (Jira, Freshdesk, Salesforce, etc.)

Web/browser applications (Chrome, Firefox, Edge)

Communication: Written, verbal, and the occasional meme

Escalation and incident management

Technical documentation & training

Prioritization and multitasking (can walk and chew gum at the same time—on a conference call)

Technical Skills

Operating Systems: Unix/Linux, Windows, Android

Scripting: Bash, Perl, Python, Go, Rust

Networking: Cisco, Asterisk, VoIP, System 75’s

Cloud & Virtualization: Azure, AWS, custom private cloud

CRM/Support: Jira, Freshdesk, Salesforce, custom ticketing

Education

*Omitted—experience speaks for itself*

Professional Highlights

Known for a skeptical eye and a steady hand—never afraid to challenge a status quo if it means a better outcome for customers or the business.

Built a reputation for seeing around corners and troubleshooting “unsolvable” issues.

Regularly recognized for a dry sense of humor, even in the midst of an outage.

References

Available upon request. Or you can just ask around.

Contact this candidate