Technical Support Tech

MELANIE FRYE

*** ******** **,, ** *****

336-***-**** - *************@*****.***

PROFESSIONAL SUMMARY

Inventive Technical Support Supervisor eager to find novel and productive solutions for each customer's issue. Independent provider of individualized customer care. Adapts to unique complaints and queries by performing independent research. Detail-oriented Tech Support with extensive experience in telecommunications, retail and customer service, account reconciling and billing also troubleshoots highly technical, complex issues with ease and patience. Delivers Tier 2 and 3 support knowledge. SKILLS

Team Management and Supervision

Motivational Leadership

Coaching and Mentoring

Staff Development and Training

Team Building

Performance Management

Decision Making

Complex Problem Solving

Regulatory Compliance

Quality Assurance

Attention to Detail

Employee Motivation and Discipline

Remote Work Coordination

Verbal and Written Communication

WORK HISTORY

03/2010 to 05/2022 Tech Support Escalation Supervisor Suddenlink Communications

Assisted customers in identifying issues and explained solutions to restore service and functionality.

Collaborated with other supervisors and upper management to escalate and address customer inquiries or technical issues.

Documented all transactions and support interactions in system for future reference and addition to knowledge base.

Managed high levels of call flow and responded to High Speed Internet technical support needs. This also included Cable and phone service. Provided Tier 1 IT support to non-technical internal users through desk side support services.

Activated accounts for clients interested in new services. Loaded software, granted permissions and configured hardware for new employees as part of onboarding process.

Built and maintained internal knowledge bases for support products to expand available feedback and performance data.

Provided replacement files to customers missing data, including media files, software components and other digital deliverables. Translated complex technical issues into digestible language for non-technical users.

Used ticketing systems to manage and process support actions and requests. Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones. Assisted customers with product selection based on stated needs, proposed use and budget.

Provided documentation on start-up, shut down and first-level troubleshooting of technical processes to support desk staff.

Identified potential sales and cross-selling opportunities in course of delivery of support services.

EDUCATION

06/1996 High School Diploma

Randleman High School - Randleman, NC

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