Customer Service Technical Support
Resume:
Derek Howard
Lawrenceville GA, ***46
**********@*****.***
Customer Service/Technical Support Specialist
Summary
Dedicated IT Support Specialist with over 10 years of experience in customer service, technical troubleshooting, and resolving hardware and software issues across diverse platforms. Skilled in supporting cloud-based environments and utilizing tools such as Salesforce to streamline operations and improve client satisfaction. Proven problem- solver with extensive knowledge of Microsoft Office Suite—including Word, Excel, and PowerPoint—and a strong foundation in PC maintenance, backed by a Career Diploma from the School of PC Repair and Upgrade. Adept at managing high volumes of technical inquiries with precision and efficiency; typing speed: 60 WPM. Let me know if you'd like to tailor this for a particular role or company—I'm happy to help fine-tune it further. Want to punch up the tone to match a more modern, tech- forward position?
EXPERIENCE
MatrixCare
Customer Support Representative II (Remote)
November 17, 2014 – Present
• Troubleshoot software-related issues to ensure optimal user experience
• Respond to client calls and manage cases via email with timely, solution-focused support
• Provide in-depth guidance on software features, functionality, and usage
• Collaborate with clients and Development teams to identify issues, implement fixes, and communicate updates effectively
• Maintain detailed documentation and follow-up procedures to resolve technical concerns efficiently
Contact: 1-800-***-**** Employer Code: 17004
OpenText
Technical Support Representative – Norcross, GA
April 15, 2013 – November 14, 2014
• Delivered IT support and resolved issues related to business email-to-fax and fax- to-email services
• Provided prompt troubleshooting to minimize downtime and maintain communication workflows
• Supported clients with technical guidance and ensured consistent service quality Alorica Kennesaw GA August 12, 2012 – Present
• Heavy inbound call center
• Sales
• Customer Service for AT&T
• Assisting customer with wireless services
• U-Verse Sales
• Technical Support
• Troubleshooting
The Home Depot Atlanta GA December 12, 2011 – June 13, 2012 Human Resources Coordinator
• Open job requisitions in the staffing system.
• Schedule candidate phone interviews with Staffing Analysts.
• Schedule candidate in-person interviews with the appropriate leaders in the store.
• Distribution of materials needed for interview process.
• Manage interview process.
• Inbound & outbound calls
• Order and track background checks.
• Work with the store to ensure all testing, background investigations and drug screens of new hires are completed, including the administration of the process if necessary.
• Ensure that all new hire paperwork has been completed and is returned to the HR Service Center for processing.
• Ensures job placement and new hire process are completed to HR standard operating procedures.
Preferred Personnel Solutions Kennesaw, GA January 2011 – December 2011
• Various temp jobs
Empirian Properties Management Decatur, GA July 2009 – May 2011 Leasing Consultant
• Opened new accounts into our software database
• Sales
• Move in inspections
• Lease renewals
• Property Management duties such as:
• Processes and approves the staff payroll
• Oversees the professional staff in the implementation and enforcement of the rules and regulations of the community
• Conducts regular staff meetings, and individual employee meetings
• Assigning work for the Maintenance staff
• Book keeping
• Inbound & outbound calls
EDUCATION
Devry University - Miramar, FL
Computer Information Systems
Currently attending Devry to obtain my Bachelor’s degree in Computer Information Systems
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