Technical Support Customer Service Specialist

MELISSA PETERSON

Pensacola, FL 763-***-**** ************@*****.***

CORE SKILLS & COMPETENCIES

Collaborates effectively across cross-functional teams to deliver shared outcomes.

Service-oriented IT professional with 12+ years of experience supporting enterprise environments as a first point of contact for technical issues, incidents, and service requests.

Proven ability to deliver Tier 1 support, troubleshoot hardware, software, and access issues, and provide exceptional customer service in fast-paced, high-volume environments.

Highly skilled in ticketing systems, incident escalation, documentation, and multi-channel support (phone, email, web queues).

Known for calm problem-solving, strong communication skills, and first-contact resolution focus.

SERVICE DESK COORDINATOR IT SUPPORT & INCIDENT MANAGEMENT

Service Desk Operations Tier 1 Technical Support Incident Management IT Service Management (ITSM)

ServiceNow Ticketing Systems Call Center Support First-Contact Resolution

Inbound Call Handling Web & Email Support Troubleshooting & Diagnostics

Microsoft 365 Windows OS Active Directory & Access Requests

Enterprise Systems IT Terminology Documentation & Knowledge Articles

Time Management Multitasking Customer Satisfaction Soft Skills

ITIL Concepts Escalation Procedures Team Collaboration

PROFESSIONAL EXPERIENCE

Medtronic – Cardiac Rhythm Management

Software Technician III (Enterprise IT Support) Remote

June 2020 – July 2024

• Served as a primary support contact for enterprise users, responding to technical issues related to access, applications, systems, and environments.

• Provided Tier 1 and Tier 2 support via ticketing systems, resolving incidents or escalating appropriately to ensure timely resolution.

• Documented, tracked, and monitored incidents and service requests, ensuring accuracy and adherence to internal procedures and SLAs.

• Supported users across multiple systems including Azure DevOps, Active Directory, VPNs, Microsoft tools, and enterprise applications.

• Leveraged knowledge articles and internal resources to drive first-contact resolution whenever possible.

• Communicated clearly with end users, technical teams, and leadership using professional verbal and written communication.

• Participated in team meetings and cross-functional collaboration to improve service delivery and user experience.

Medtronic – Cardiac Rhythm Management

Software Technician

February 2017 – June 2020

• Delivered front-line technical support for software, systems, and test environments in a regulated enterprise environment.

• Responded to user issues, troubleshot standard technical problems, and escalated complex issues per established workflows.

• Maintained detailed documentation and reports using Microsoft Office tools and internal systems.

• Supported Agile/Scrum teams, demonstrating adaptability and strong organizational skills in a fast-paced setting.

• Recognized for reliability, attention to detail, and customer-centric service.

CompuCom IT Workforce Solutions

Project Coordinator / Support Technician

July 2014 – June 2015

• Provided call-center style technical support for nationwide enterprise clients, serving as a key point of contact for incidents and service requests.

• Worked closely with Incident Management and Service Request teams to resolve issues and meet SLA requirements.

• Used ticketing and service management tools to document activities, track resolutions, and report metrics.

• Balanced multiple tasks simultaneously while maintaining high accuracy and customer satisfaction.

Additional Technical & Customer Support Experience

AeroTek – Telecommunications Test Technician

Xerox – Field Service Technician

Parallel Technologies – Telecom & Desktop Support Technician

• Delivered hands-on technical support, troubleshooting, and customer service in fast-paced environments

• Supported end users with hardware, software, and connectivity issues

• Maintained professionalism while working independently and within team structures

EDUCATION

Associate of Applied Science – Small Business Management

Normandale Community College Bloomington, MN

CERTIFICATIONS & TRAINING

• Comp TIA A+ Certified

• ServiceNow Exposure

• Microsoft Windows (7/8/10), Microsoft 365

• Dell & Lenovo Certified Technician

• IT Service Management (ITSM) Concepts

• Agile / Scrum Methodologies

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