Support Specialist Technical

William W. Page

**** ******* **** *****, **, Acworth, GA **.*******.****@*****.*** 678-***-**** https://www.linkedin.com/in/william-page-14ab23155 Highly motivated and results-driven Support Specialist with over 10 years of experience in providing exceptional technical support and customer service. Proficient in troubleshooting, issue resolution, and user support across various platforms. Known for excellent communication skills, attention to detail, and ability to manage multiple tasks simultaneously. Adept at creating positive customer experiences and fostering long-term relationships. Skills

Advanced Customer Relations Issue Resolution & Escalation

Contact Center/ Vendor Management Project Management - Consulting & Facilitation

CRM Software (Zendesk, Freshdesk, Salesforce) Finance & Budgeting Reviews

Tier I & II Troubleshooting Documentation & Reporting

Microsoft Office Suite Multi-tasking & Time Management

ERP Systems / SAP Problem-Solving & Analytical Skills

Networking & Hardware Support HIPAA Certified

Performance Management ( KPIs / SLAs) Data Analyst Experience

2019 – PRESENT

AOM Service & Consulting, LLC – Lithonia, GA

● Chief Operating Officer

● Handle all in-house law firm case investigations & Medical Practice Healthcare IT Issues

● Assist with day-to-day operations with regard to case filings and client healthcare logistics

● Handle all notary signings concerning legal and healthcare documents for individuals and facilities 2017 – MAY 2024

Ingenico – Alpharetta, GA / Customer Support Specialist - Management

● Managed all phases of customers – accounts, contact information, products, accessories, and specific handling

● Handles RMA setup for incoming requests for equipment repair and RMA status

● Ensures quality performance is maintained and SLAs for each Contract Customer accounts

● Schedules freight carrier pickups using Web-based applications

● Handles incoming calls and provides technical support related to hardware and software products and troubleshooting

● Managed key encryption outsourcing / Processed Repairs & Returns / Warranty Updates

● Responsible for daily, weekly, and monthly reporting of account activity / Sales Team Collaboration 2016 – 2017

Department of Community Affairs – Atlanta, GA / IT Support Specialist

● Repair and monitor electronic equipment calibrating testing and fine-tuning devices

● Provide database and administrative support in daily operations.

● Problem-solving skills to evaluate results for solutions

● Installation of hardware and software for printers and computers.

● Image/Provisioning of Desktops, Laptops, mobile and network devices.

● Set up Network and Domain security checks.

● Telecom and Video setup for presentations/conferences.

● Transferring data and mapping network connections for users.

● Remote desktop services.

● Tier I & Tier II client support.

● VPN work-from-home setup

2014 – 2016

Alorica Corporation – Kennesaw, GA / Call Center Customer Service Specialist

● Ability to troubleshoot technical information for Tier I and Tier II

● Report and analyze customer’s information and needs.

● Problem-solving skills

● Open and close consumer and business accounts

● Transfer and create Assumption of Liability accounts

● Apply for billing account credits with details

● Effectively communicate with core management/fraud teams

● Strong relationship management skills

● Able to multitask and be able to diffuse escalated situations

● Computer Operations: Windows (98, ME,2000, XP, Vista),

● Mac (OS X) preferred, Excel and Word

● High level of proficiency with Internet applications such as Internet Explorer, Firefox, Outlook, Outlook Express Education

Seminary of the Apostle’s Doctrine, Intl. Inc.

MA Degree in Ministry w/emphasis on Christian Education MA Degree in Ministry w/emphasis in Church Administration Graduated – JUNE 2022

Yale University, New Haven, CT

Business Management

AUGUST 2006

Springfield College, Springfield, MA

Early Childhood/Human Services and Advanced Computer Courses JUNE 2000

Gateway Community Technical College, New Haven, CT Child, Abnormal, and Advanced Psychology

AUGUST 1996

Technical Skills

● Operating Systems: Windows, macOS, Linux

● Networking: TCP/IP, DNS, VPN, Routers, Switches

● CRM Tools: Zendesk, Freshdesk, Salesforce

● Ticketing Systems: Jira, ServiceNow

● Remote Support Tools: TeamViewer, AnyDesk, Zoom

● Productivity Tools: Microsoft Office Suite, Google Workspace

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