Technical Support Representative Resume

William Ross

Warwick, RI *****

*********@*****.***

774-***-****

Work Experience

Client Services Contact Center Specialist Citizens Bank - Johnston, RI

April 2025 - Present

-Call center position assisting commercial clients with general account questions including balance inquiries, basic maintenance, transfers and payment initiation.

IT Support Technician I EG America – Westboro, MA

November 2021 – March 2025

−Provide front-line support to store and corporate end-users with a wide variety of IT and Facilities-related issues.

−Excellent track record of routine follow-up and working orders to full-resolution while maintaining SLA.

−Ability to work independently while also working other tasks as assigned.

−Provide training and mentorship to new IT Support Technicians.

Senior Technical Support Representative InMusic Brands, Inc. - Cumberland, RI

November 2014 – March 2020

- Led support team in overall customer service ratings while exceeding customer resolution goal of less than 24 hours.

- Published 50+ public-facing articles to increase customer product knowledge; bring awareness to functionality improvements and facilitate increased sales, including creating both internal and customer product support documentation.

- Identified, composed, and submitted software bugs to software team for review.

- Handling customer product, warranty and claim inquiries via phone and web, with an emphasis on building and maintaining customer satisfaction. Manage customer escalation mailbox to own and comprehensively resolve difficult and complex product inquiries, troubleshooting support, warranty administration and complaints from key dealers and distributors all over the world.

- Created internal standard operating process documentation to support and improve customer interaction by leveraging product subject matter expertise.

- Responsible for processing and approving domestic and distributor, dealer, and customer credits, product replacements and returns processes while ensuring all contractual and financial best practices are applied.

−Proficient knowledge of SAP and Microsoft Office Suite.

Education

Bachelor of Arts in Music Technology Plymouth State University - Plymouth, NH May 2014

References Available Upon Request

Frank Fisher

Supervisor, IT Support EG America 339-***-**** *****.******@**-*******.***

Beau Hannan

Supervisor, IT Support EG America 774-***-****

Joseph Principe

Manager, Technical Support InMusic Brands 401-***-**** *********@*************.***

Rob Griffith

Director of Technical Services InMusic Brands 401-***-****

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