Technical Support Representative
Resume:
Anthony Bell
Pittsburgh, PA *****
*******.********@*******.***
Talented Technical Support Representative with gift for understanding needs of both business and home users. Versed in troubleshooting and desktop support on Windows, and Mac systems. Proven skill in resolving problems quickly on first call. Detail-oriented with extensive experience in telecommunications, retail and customer service. Troubleshoots highly technical, complex issues with ease and patience. Delivers Tier 2 and 3 support knowledge. Creative Technical Support Representative eager to find novel and productive solutions for customer issues. Adapts to unique complaints and queries with thorough research and expert critical thinking skills. Committed to problem resolution and customer satisfaction.
Work Experience
IT Help Desk Technician
University of Pittsburgh-Pittsburgh, PA
April 2022 to Present
• Serve as the first point of contact for customers seeking technical assistance over the phone, in person, or email.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Determine the best solution based on the issue and details provided by customers.
• Walk the customer through the problem-solving process.
• Direct unresolved issues to the next level of support personnel.
• Provide accurate information on IT products or services.
• Record events and problems and their resolution in logs.
• Follow-up and update customer status and information.
• Pass on any feedback or suggestions by customers to appropriate internal team.
• Identify and suggest possible improvements on procedures. Technical Support Representative
ZOLL-Pittsburgh, PA
December 2019 to November 2021
Assisted customers in identifying issues and explained solutions to restore service and functionality. Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
Collaborated with supervisors to escalate and address customer inquiries or technical issues. Translated complex technical issues into digestible language for non-technical users. Assisted customers with product selection based on stated needs, proposed use and budget. Used ticketing systems to manage and process support actions and requests. Provided Tier 1 IT support to non-technical internal users through desk side support services. Submitted service tickets for equipment maintenance requests. Financial Services Representative
AllianceRx Walgreens Prime-Pittsburgh, PA
April 2016 to November 2019
Worked with clients to develop financial planning strategies and solutions through evaluation of finances. Built and deepened productive relationships with prospective and competitive customers to drive sustained growth.
Offered competitive commercial banking solutions and retail financing options. Worked with clients to provide competitive commercial banking solutions and retail financing plans. Worked with clients and finance companies to find optimal solutions for financing. Discussed financial options with clients and provided informed suggestions. Developed and maintained strong knowledge of multiple products and varying levels of benefits within each product.
Core Service Consultant
PNC Bank-Pittsburgh, PA
March 2014 to February 2016
Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences. Investigated and resolved customer inquiries and complaints quickly. Recommended products to customers, thoroughly explaining details. Responded proactively and positively to rapid change. Educated customers about billing, payment processing and support policies and procedures. Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Trained new personnel regarding company operations, policies and services. Desktop Support Manager
Davis Technologies-Pittsburgh, PA
August 2010 to March 2014
Worked closely with management teams to plan, develop, coordinate and execute technical strategies aligned to client's vision, mission and purpose.
Coordinated with management teams to plan, develop, align and execute strategies that would meet client's vision, mission and purpose.
Led and assisted technical upgrade projects for clients by working and coordinating with consultants and developers for integrations.
Interviewed, hired, trained and mentored staff by coaching daily, leading performance reviews and offering constructive feedback.
Identified computer hardware and network system issues, performing troubleshooting techniques for remediation.
Education
Bachelor of Science in Information Technology
Southern New Hampshire University - Pittsburgh, PA June 2027
Skills
• Microsoft Certification Hardware and Software Repair Training Materials Development Microsoft Windows and Office Troubleshooting Network Issues Technical Troubleshooting Collaborative Team Player
• Active Directory
• Computer networking
• Customer service
• Computer skills
• Communication skills
• Technical support
• Typing
• Computer hardware
• Desktop support
• Remodeling
• Medical office experience
• Time management
Certifications and Licenses
Driver's License
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