Technical Support Specialist with 12+ Years Experience

Rockport, ***** • **************@*****.*** • 360-***-****

EDWARD YOUNGBLOOD

Technical Support Specialist

PROFESSIONAL SUMMARY

Technical Support Specialist with 12+ years of experience providing Tier 1 and Tier 2 support across remote and field environments. Demonstrates strong troubleshooting and network skills (Windows, Android, Microsoft 365/Teams, LAN/WAN, TCP/IP, VPN, VoIP) with consistent first-contact resolution rates above 90% and proven SLA compliance. Skilled in account administration, break/fix diagnostics, and IoT systems monitoring, reducing downtime and repeat tickets while improving service efficiency; seeks to leverage technical expertise to drive reliable customer outcomes and operational improvements.

EMPLOYMENT HISTORY

CUSTOMER SERVICE REPRESENTATIVE (TIER 1 / TIER 2 TECHNICAL SUPPORT)

Oct 2025 - Jan 2026

Drake Software LLC Franklin, NC

SATELLITE INSTALLATION & FIELD SERVICE TECHNICIAN Feb 2025 - Aug 2025 EchoStar Bryson City, NC

DIGITAL ASSET AGENT (IOT & REMOTE SYSTEMS SUPPORT) Jul 2023 - Jan 2025 Insight Global Fort Wayne, IN

SERVICE DISPATCHER Jul 2019 - Apr 2023

We Can Deliver Boston, MA

Resolved 40–60+ technical support tickets daily addressing software errors, permissions, remote access, system compatibility, and network issues.

Maintained a 90%+ first-contact resolution rate to minimize customer downtime during peak tax season. Performed structured break/fix diagnostics and root cause analysis while meeting 95%+ SLA compliance. Configured user accounts, role-based access controls, and secure file transfers for over 1,000 users. Documented incidents and recurring defects in the ticketing system, reducing repeat tickets by approximately 20%. Installed and serviced satellite TV, broadband, and VoIP systems with a 90%+ first-time completion rate, ensuring reliable customer connectivity.

Performed dish alignment, cable routing, signal testing, and network configuration in strict compliance with NEC standards. Diagnosed and resolved on-site connectivity issues, reducing average repair time by 25%. Increased service package upgrades by 15% through customer education and targeted recommendations. Maintained full OSHA compliance across residential and commercial sites to ensure safety and regulatory adherence. Monitored HVAC and refrigeration IoT systems across commercial facilities to maintain high operational uptime and reliability.

Delivered remote Tier 1 and Tier 2 technical support achieving a 95% first-call resolution rate. Diagnosed issues proactively to reduce commercial system downtime by 20%. Resolved inbound support tickets with an average handling time under 12 minutes, improving response efficiency. Documented service activities in the Service Desk with over 90% accuracy for audit-ready records. Managed high-volume dispatch operations with OnFleet, maintaining technician response times under 10 minutes. Designed and implemented optimized dispatch workflows that reduced service response times by 20%. Streamlined technician scheduling to increase productivity by 25%. Improved customer satisfaction ratings by 15% through targeted service process adjustments. Trained and mentored dispatch staff, boosting team performance metrics by 30% within three months. INBOUND CUSTOMER SERVICE REPRESENTATIVE (TECHNICAL SUPPORT) Aug 2014 - Apr 2019 Support.com Olympia, WA

EDUCATION

ASSOCIATE DEGREE – COMPUTER SYSTEMS NETWORKING &

TELECOMMUNICATIONS

Apr 2012 - Jul 2014

ITT Technical Institute Houston, TX

SKILLS

Windows (Experienced), Android (Skillful), Microsoft 365 (Experienced), Microsoft Teams (Experienced), LAN/WAN (Skillful), TCP/IP (Skillful), IP networking (Skillful), POS systems (Experienced), Desktop support (Experienced), Hardware diagnostics (Experienced), IoT devices (Experienced), Equipment installation (Experienced). Improved first-call resolution to 85% by applying structured troubleshooting protocols and documenting outcomes. Resolved 90% of technical issues within 15 minutes through prioritized diagnostics and escalation controls. Reduced average handling time by 20% while maintaining service quality via streamlined call workflows. Increased client retention by 20% through proactive follow-ups and targeted account management. Expanded revenue by 10% by identifying and documenting upsell opportunities during support interactions. Safeguarded customer accounts by detecting and resolving fraudulent activity through verification procedures. Mentored new representatives and improved team performance by 25% with structured training and feedback.

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