Customer Service Technical Support

Heather Miner

Customer Service & IT Specialist Cybersecurity & Technical Support

*******@*****.*** Fort Worth, TX, 76123 682-***-****

Professional Summary

With 15+ years of customer service experience and am working on building my career foundation in IT and cybersecurity, I specialize in CCTV video, fire, and burglar alarm monitoring, problem-solving, conflict resolution, and technical support. The time gap from my last employment is because I am pursuing advanced IT degrees. I graduated from Tarrant County College in December 2024 with an Associate of Applied Science in Information Technology-cybersecurity. I am now working on my Bachelors to Master’s in IT Management.

Core Skills

Technical: Microsoft Office, Google Applications, Cybersecurity

Customer Support: Live Chat, Conflict Resolution, Problem-Solving

Leadership: Mentorship, Training, Work Ethic

Work Experience

Seasonal Customer Service Representative Inktel (Remote)

Nov 2021 – Apr 2022

Handled inbound calls for Jackson Hewitt Customer Support and its banking services, assisting customers with refund inquiries and account issues in a high-volume environment.

Managed technical troubleshooting, providing clear resolutions for financial transactions.

Utilized Google applications, Salesforce, and databases for efficient customer research.

Excelled in de-escalation techniques, turning frustrated callers into satisfied customers.

Customer Service Representative & Dispatch Siemens (Dallas, TX)

Aug 2014 – Nov 2021

Oversaw corporate security systems, including alarm monitoring, surveillance, and building access control, while leading customer service operations.

Optimized security workflows, improving response time and incident resolution.

Reduced escalated customer complaints and turned them into satisfied customers.

Developed Excel-based tracking tools for security data management.

Worked my way to team lead and took on the role of training new team members, earning top employee recognition for five years.

Emergency Dispatch Operator Monitronics (Dallas, TX)

Jun 2013 – Jul 2014

Managed inbound and outbound alarm response calls, handling data entry, escalation, and customer technical support.

Responded quickly to security alerts, coordinating with customers & authorities.

Education

Western Governor’s University (Expected graduation Feb 2027)

Bachelor of Science in Information Technology Management Transitioning to Master’s in IT Management

Relevant Coursework: Network Security, IT Infrastructure, Data Management

Tarrant County College (Graduated Dec 2024)

Associate of Applied Science in IT-Cybersecurity

Relevant Coursework: Network Security, Ethical Hacking

Awards & Recognition

Customer Accommodation Award Monitronics (Apr 2014)

Recognized for outstanding customer support after resolving a high-stakes security issue.

Additional Information

Authorized to work anywhere in the U.S.

Available for immediate start

Contact this candidate