Technical Support Customer Service

April McAlister

Jonesboro, GA *****

Dedicated helpdesk specialist with experience in customer service and technical support along with providing troubleshooting and diagnose to laptop and computers.

Pursued Bachelor’s Degree from DeVry Institute of Technology in computer science.

Skilled in resolving hardware, software, and network issues and has a strong background in providing chat support to assist customers in real-time.

Excels in troubleshooting, setting up new devices, and guiding clients through technical challenges with accuracy and efficiency.

Proficient in tools like Orthotrac, Bomgar, and SQL, and has experience working in fast-paced environments, handling both customer complaints and technical issues.

With exceptional communication skills and a focus on delivering high-quality customer service.

Education

Bachelor’s Degree from DeVry Institute of Technology, Atlanta, GA

Computer Science 1996

Skills & Abilities

• Organizational Skills

• Data Analysis

• Project Management

• Verbal and Written

Communication Skills

• Problem Solving

• Orthotrac

• Bomgar

• SQL

Experience

Fastwyre Broadband, Sandy Springs, GA (Part time) Jan 2025 - Present

Technical Support Specialist

Resolved 75 tickets on daily Basis.

Troubleshoot technical problems with services and processing service changes and upgrades’ account activations and deactivations.

Trouble network VPN network office

Assisted with network errors and providing solutions for software issues

Provided support for hardware and software issues through troubleshooting and issue resolution.

AssetWorks, Atlanta, GA Sep 2021 – Sep 2023

Resolution Consultant/Tech Support FT

Resolved 100 tickets on daily Basis.

· Assisted clients with accessing accounts and managing account activations and deactivations.

· Provided support for hardware and software issues through troubleshooting and issue resolution.

Cloud 9 Software, Alpharetta, GA Apr 2021 – Jun 2021

Technical Support Specialist

Resolved 100 tickets on daily Basis.

• Delivered prompt and accurate responses supporting clientele and team members via chat and email.

• Assisted with troubleshooting network errors and providing solutions for software issues.

• Supported the setup and configuration of new devices and software installations.

• Provided analysis and support using SQL scripting for system performance.

• Recorded entries and documented issues through CRM systems, ensuring accurate escalation of unresolved issues.

• Trained clients on product usage and resolved technical issues related to network and device setups.

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