Customer Service Technical Support

Jay Whittier

Customer Service Professional

CAREER PROFILE

Customer Service Professional with 10+ years of experience in client-facing consulting, technical support, and customer advisory roles across diverse industries including telecommunications, banking, and enterprise technology services. Proven track record in resolving complex customer issues, providing clear technical explanations to non-technical audiences, and building strong client relationships. Expertise in troubleshooting technical problems, managing multiple customer inquiries simultaneously, and delivering exceptional customer satisfaction through empathetic communication and solution-oriented approach. Core Competencies:

- Customer Communication: Skilled in translating complex technical concepts into clear, understandable language for diverse audiences

- Problem Resolution: Proven ability to diagnose issues quickly and develop effective solutions under pressure

- Multi-tasking: Experience managing multiple client projects and priorities simultaneously while maintaining high quality standards

- Technical Support: Strong background in troubleshooting technical issues and guiding customers through solutions

- Client Relationship Management: Established track record of building trust and maintaining long-term customer relationships

- Documentation: Experienced in creating clear, detailed documentation and knowledge transfer materials

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RECENT ACHIEVEMENTS

• Client Advisory Excellence: Successfully partnered with enterprise customers as trusted technical advisor, providing consultative support that resulted in high customer satisfaction and successful project outcomes across multiple industries

• Customer Issue Resolution: Led troubleshooting and problem-solving initiatives for complex technical issues, consistently achieving rapid resolution times while maintaining clear communication with customers throughout the process

• Customer Training & Support: Developed and delivered customer training materials, knowledge transfer programs, and support documentation, enabling customers to effectively utilize services and reduce future support requests

• Multi-Channel Customer Support: Provided comprehensive customer support through various communication channels including phone consultations, email correspondence, and face-to-face meetings during on-site customer engagements

• Customer Satisfaction Management: Maintained high customer satisfaction scores through proactive communication, timely issue resolution, and follow-up services across enterprise-level customer engagements CERTIFICATIONS & EDUCATION

Professional Certifications:

- AWS Solutions Architect Professional (expires 12/2027)

- AWS Certified Security Specialist (expires 12/2026)

- AWS Certified AI Practitioner (expires 6/2028)

Education:

- BSc., Electrical and Electronics Engineering - University of Westminster, London, UK

Languages: English, Spanish, Portuguese, French

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PROFESSIONAL EXPERIENCE

Caylent Inc. – Irvine, CA

Senior Customer Success Consultant May 2023 to June 2025 Role: Senior-level customer-facing consultant responsible for partnering with enterprise customers to understand their needs, provide technical guidance, and ensure successful service delivery. Led customer advisory initiatives and maintained high satisfaction levels across multiple client engagements. Key Achievements:

- Customer Advisory Services: Served as primary point of contact for enterprise customers, providing consultative support and technical guidance that resulted in successful project implementations and high customer satisfaction scores

- Issue Resolution: Led customer problem resolution initiatives, troubleshooting complex technical challenges and providing clear, step-by-step guidance to customers for issue remediation

- Customer Training: Developed comprehensive training materials and conducted knowledge transfer sessions, enabling customers to effectively utilize services and reducing future support requirements

- Relationship Management: Built and maintained strong relationships with customer security teams and technical stakeholders, serving as trusted advisor for ongoing service improvements

- Multi-Customer Management: Successfully managed multiple concurrent customer engagements, prioritizing urgent requests while maintaining consistent service quality across all accounts

- Documentation & Communication: Created detailed documentation and regular status reports, ensuring customers remained informed throughout service delivery processes

AWS Professional Services (Sub-contractor) – Fort

Lauderdale, FL

Customer Technical Support Specialist December 2021 to March 2023 3 / 7

Role: Senior customer support consultant responsible for providing technical assistance and guidance to enterprise customers implementing mission-critical systems. Focused on customer issue resolution, technical troubleshooting, and ensuring customer success through proactive support. Key Achievements:

- Technical Issue Resolution: Provided comprehensive technical support for customers implementing complex systems, achieving rapid issue resolution while maintaining clear communication throughout the process

- Customer Communication: Translated complex technical concepts into understandable language for diverse customer audiences, ensuring customers could make informed decisions about their implementations

- Proactive Customer Support: Developed automated monitoring and alerting systems that identified potential customer issues before they impacted operations, enabling proactive customer outreach and support

- Customer Documentation: Created comprehensive support documentation and troubleshooting guides that empowered customers to resolve common issues independently

- Cross-functional Collaboration: Worked closely with internal teams to escalate and resolve customer issues, ensuring seamless customer experience across service delivery

Optiv Security – Fort Lauderdale, FL

Customer Support Analyst July 2021 to November 2021 Role: Customer support analyst for enterprise banking client, responsible for analyzing customer requirements, updating documentation, and providing ongoing support for security compliance processes.

Key Achievements:

- Customer Requirements Analysis: Analyzed customer's existing processes and provided change recommendations that improved operational efficiency and compliance

- Documentation Support: Created and updated procedure documentation that enabled customers to better understand and follow required processes

- Training Coordination: Worked with customer teams to organize training programs and review processes that enhanced their operational capabilities 4 / 7

- Process Improvement: Developed standard operating procedures that streamlined customer workflows and improved service delivery efficiency XO (formerly JetSmarter) – Fort Lauderdale, FL

Technical Support Manager September 2019 to July 2021 Role: Manager of global technical support team consisting of twelve support specialists across multiple countries. Responsible for customer issue resolution, team management, and ensuring high-quality technical support delivery. Key Achievements:

- Team Leadership: Successfully managed and coordinated global technical support team, ensuring consistent service delivery across multiple time zones and customer regions

- Customer Issue Escalation: Developed escalation procedures and response protocols that improved customer issue resolution times and satisfaction scores

- Process Standardization: Implemented standardized support processes and documentation that improved team efficiency and customer experience consistency

- Monitoring & Alerting: Established customer service monitoring systems that enabled proactive issue identification and faster response times

- Customer Communication: Maintained direct customer relationships during critical incidents, providing regular updates and managing expectations throughout resolution processes

ZeroBounce – Boca Raton, FL

Customer Success Manager Role Duration Not Specified Role: Customer success manager responsible for supporting customers using the company's cloud-based SaaS application, ensuring customer satisfaction, and managing ongoing customer relationships.

Key Achievements:

- Customer Onboarding: Developed and managed customer onboarding processes that ensured smooth service adoption and reduced time-to-value for new customers

- Customer Support Documentation: Created and maintained comprehensive support documentation that enabled customers to effectively utilize the SaaS platform

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- Issue Resolution: Provided technical support for customers experiencing service issues, working closely with development teams to ensure rapid resolution

- Customer Feedback Management: Collected and analyzed customer feedback to identify service improvements and enhancement opportunities TECHNICAL SKILLS RELEVANT TO CUSTOMER

SERVICE

Communication Tools:

- Email management and professional correspondence

- Phone-based customer support

- Documentation creation and maintenance

- Multi-channel customer communication

Problem-Solving & Troubleshooting:

- Systematic problem diagnosis and resolution

- Root cause analysis and prevention

- Customer issue escalation and management

- Technical troubleshooting methodologies

Customer Management Systems:

- CRM systems and customer database management

- Ticket tracking and issue resolution systems

- Customer satisfaction monitoring tools

- Knowledge base management

Technical Background:

- Strong technical foundation enabling effective support for technology-related customer inquiries

- Ability to understand and explain technical concepts to non-technical customers

- Experience with various software platforms and systems 6 / 7

KEY STRENGTHS FOR CUSTOMER SERVICE

Strong Communication Skills: Proven ability to communicate complex information clearly and professionally to diverse audiences

Problem-Solving Expertise: Systematic approach to identifying, analyzing, and resolving customer issues efficiently

Multi-tasking & Time Management: Experience managing multiple customer inquiries and projects simultaneously while maintaining quality

Customer-Focused Mindset: Track record of prioritizing customer satisfaction and building long-term relationships

Technical Aptitude: Strong technical background enabling effective support for technology-related inquiries

Self-Motivated & Reliable: Demonstrated ability to work independently and meet performance goals consistently

Empathetic Approach: Experience working with customers during stressful situations, maintaining positive and supportive communication

Continuous Learning: Commitment to staying updated on products, services, and best practices to provide excellent customer support

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