Technical Support Customer Service
Resume:
Dave Saunders
Blair, NE *****
*********@*****.***
Remote Technical Support & Customer Service Specialist
25+ Years’ Experience in Call Center and Remote Support Environments
Proven customer service professional with over 25 years in technical support and remote assistance roles. Recognized for providing outstanding support via phone and digital platforms, resolving complex technical issues, and fostering customer loyalty. Adept at delivering prompt, knowledgeable assistance across various communication channels in high-volume environments.
PROFESSIONAL EXPERIENCE
Technical Support Associate (Remote/Hybrid)
Lumen/CenturyLink – Omaha, NE Jun 2015 – Present
• Delivered top-tier remote technical support for residential and business customers via phone and remote diagnostics.
• Troubleshot and resolved issues related to landline services, internet connectivity, network hardware, and modem configurations.
• Guided users through remote setup and configuration of phone systems and network devices.
• Coordinated technician dispatch when on-site support was necessary and provided real-time service updates.
• Maintained high levels of customer satisfaction by clearly explaining technical concepts and processes.
Lead Help Desk Associate (Remote App Support)
E-Mail Solutions, Inc. – Omaha, NE Sep 2014 – Jan 2015
• Provided remote support for Pango Parking mobile app users.
• Diagnosed app installation and functionality issues across various mobile platforms.
• Guided customers through feature usage, app setup, and account troubleshooting.
Associate Contact Center Technical Specialist
First Data Resources – Omaha, NE Jul 2014 – Sep 2014
• Delivered phone-based technical support for POS systems, printers, and merchant terminals.
• Walked customers through troubleshooting processes and conducted remote file downloads and test transactions.
• Provided onboarding support to merchants, including terminal configuration and software assistance.
Technical Support Representative
Huntel.net – Blair, NE Feb 2006 – Aug 2006
• Resolved networking, software, and connectivity issues in a fast-paced 24/7 technical support environment.
• Delivered effective remote assistance by diagnosing problems, walking users through resolutions, and escalating when needed.
• Recognized for strong technical troubleshooting skills and superior customer interaction.
Driver Payroll Consultant
Werner Enterprises – Omaha, NE Sep 2006 – Jun 2014
• Served as a key point of contact for drivers’ payroll and account inquiries.
• Provided customer service via phone and internal communication tools, resolving high-volume inquiries weekly.
• Mentored new team members and handled escalated cases.
Mail/Imaging Clerk
Remedy Staffing (Mutual of Omaha) – Omaha, NE Jan 2015 – Jun 2015
• Supported administrative functions for high-volume document imaging and processing.
EDUCATION
Institute of Computer Science – Omaha, NE
Certificate in Computer Science
- Languages: COBOL, RPG, Assembler, BASIC
TECHNICAL & CUSTOMER SERVICE SKILLS
• Remote Technical Support (Expert)
• Call Center Operations (Expert, 25+ years)
• Customer Service & Complaint Resolution (Expert)
• POS Systems & Mobile App Troubleshooting
• Telecom & Network Support
• Data Entry & Records Management
• Windows OS & Network Devices
• Ticketing & Dispatch Coordination
AVAILABILITY
Available to transition with appropriate notice.
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