Technical Support Customer Service

J O H N C . V I N C E

******@*******.*** 330-***-**** Akron, 44313 Ohio

P r o f e s s i o n a l S u m m a r y

SeasonSupport Associate with many years of experience in roles. Friendly and personable professional with methodical and resourceful approach to problem-solving. Supports team members and management in maintaining smooth operations.

S k i l l s

• Coffee Software

• Salesforce Software

• Linux Distros

• Troubleshooting software issues

• Networking

• Troubleshooting computer hardware issues

• Technical support

• Customer service

• Team building

• Problem solving

• Communication skills

• Trend analysis

W o r k H i s t o r y

10/2016 -

4/2025

Amazon.com

IT Support Associate II

• Diagnose, repair, and perform routine maintenance on IT hardware, including laptops, desktops, printers, and mobile devices.

• Configure, program, and provision a wide range of IT equipment to meet operational standards and user requirements.

• Manage IT asset inventory using tracking systems to ensure the accuracy and availability of hardware resources.

• Train and mentor new IT associates, enhancing team capability, and ensuring adherence to company policies and technical standards.

• Support onboarding processes for new employees by setting up workstations, user accounts, and access credentials.

• Provide responsive technical support and troubleshooting for end users, ensuring minimal downtime and optimized system performance. 11/2015 -

09/2016

Mcgraw-hill

Education

Customer Service Agent

• Created and resolved an average of 80 customer service cases daily, maintaining high accuracy and efficiency.

• Managed a daily workload of approximately 80 customer inquiries related to orders, billing, and account issues via phone, email, and internal systems.

• Processed and placed customer orders using Oracle ERP software, ensuring order accuracy and timely fulfillment.

• Maintained detailed case documentation, and followed up with customers to ensure resolution satisfaction.

• Collaborated with cross-functional teams, including logistics and billing, to resolve complex account issues.

10/2014 -

02/2015

Teleperformance

USA

Technical HelpDesk Agent

• Delivered technical support to Verizon FIOS customers, ensuring prompt resolution of service-related issues.

• Assisted customers in troubleshooting video, voice, and high-speed internet services, improving customer satisfaction, and reducing repeat calls.

• Performed remote diagnostics and configuration on customer equipment, including routers, set-top boxes, computers, televisions, and VoIP phones.

• Guided users through technical solutions in a clear, customer-friendly manner, both over the phone and through remote access tools.

• Documented support interactions in CRM systems, ensuring accurate tracking of issues and resolutions.

06/1999 -

10/2011

Clear Channel

Radio

On-Air Personality / Production Asst.

• Hosted and produced live on-air segments across multiple stations, delivering engaging content, and maintaining broadcast standards.

• Operated audio boards and managed live feeds during remote broadcasts and sporting events, ensuring seamless operation.

E d u c a t i o n

07/2021 Computer Support specialist in Microsoft A+ Certificate Course, Industrial Networking & Communications

columbus state community college

• Familiar with Coffe Software

• Familiar with Sales Force Software

• Familiar with Linux Distro's

• Troubleshooting Software Issues

• Networking

• Troubleshooting Computer Hardware Issues

11/1984 BACHELORS of Science in telecommunications Ohio university

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