Technical Support Specialist

Edward Youngblood

Fulton, TX ***** • 360-***-**** • **************@*****.*** • linkedin.com/in/edwardyoungblood-805b08252 PROFESSIONAL SUMMARY

Remote Technical Support Specialist with over a decade of experience delivering Tier 1 and Tier 2 support across SaaS applications, IoT networks, and ISP environments. Proven ability to maintain 90%+ first-contact resolution

(FCR) rates while managing high-volume ticketing queues and ensuring strict SLA compliance. Expertise in remote diagnostics, network connectivity troubleshooting, account administration, and ticketing software. Adept at de-escalating complex issues and maintaining exceptional customer satisfaction in fully remote, fast- paced environments.

CORE COMPETENCIES

Helpdesk & Support: Tier 1/Tier 2 Remote Support, First-Contact Resolution (FCR), Break/Fix Diagnostics, SLA Management, Escalation Routing.

Systems & Networks: LAN/WAN, TCP/IP, VPN, VoIP, Microsoft 365, Active Directory / Role-Based Access Controls, Windows/Mac/Android OS, IoT Systems.

Support Software: Zendesk, Salesforce, Remote Access Software, CRM Systems, Ticketing & Knowledge Base Management.

PROFESSIONAL EXPERIENCE

Customer Service Representative (Tier 1 & 2 Technical Support) Oct 2025 – Jan 2026 Drake Software LLC Franklin, NC (Remote capability) Resolved 40–60+ technical support tickets daily addressing software errors, remote access, system compatibility, and network connectivity, achieving a 90%+ FCR rate. Performed structured break/fix diagnostics and root cause analysis for application and permission issues, maintaining an SLA compliance rate above 95% during peak season. Configured user accounts, role-based access controls, and secure file transfers for 1,000+ users in adherence with strict data privacy and cybersecurity standards. Documented incidents, resolutions, and recurring system defects within the internal knowledge base, driving process improvements that reduced repeat tickets by 20%. Digital Asset Agent (IoT & Remote Systems Support) Jul 2023 – Jan 2025 Insight Global Fort Wayne, IN

Monitored proprietary HVAC and refrigeration IoT systems integrated with energy management platforms to ensure high operational uptime across commercial facilities. Delivered remote Tier 1 and Tier 2 technical support, achieving a 95% first-call resolution rate and reducing commercial building system downtime by 20%.

Resolved inbound technical support tickets with an average handling time of under 12 minutes, significantly improving overall response efficiency.

Maintained 100% compliance with call scripts and documented service requests within Service Desk applications with over 90% accuracy.

•

•

•

•

•

•

•

•

•

•

•

Inbound Customer Service Representative (Technical Support) Aug 2014 – Apr 2019 Support.com Olympia, WA

Handled 20–50 inbound calls per shift, achieving an 85% first-call resolution rate and addressing 90% of technical issues within 15 minutes.

Improved customer satisfaction scores by 95% and boosted retention rates by 20% through proactive follow- ups, account support, and prioritized escalation controls. Safeguarded customer accounts by actively detecting and resolving fraudulent activity through rigorous verification procedures.

Mentored incoming representatives, improving team performance by 25% within six months. Internet Helpdesk Technician Sep 2014 – Apr 2019

teleNetwork Houston, TX

Maintained an 85% first-call resolution rate troubleshooting complex internet connectivity issues for major service providers.

Resolved 90% of escalated customer issues within 24 hours of ticket submission. Developed and implemented new troubleshooting workflows, reducing average call handling time by 20%. EDUCATION & CERTIFICATIONS

Associate of Science in Computer Systems Networking and Telecommunications – ITT Technical Institute, Houston, TX

Certifications: A+ Certified Professional

•

•

•

•

•

•

•

•

•

Contact this candidate