Technical Support Specialist with 8+ Years Experience

Dasi Tebug

Aubrey, TX

Cell Phone: +1-682-***-****

Email: *********@*****.***

Summary

Highly motivated individual with 8+ years of experience in technical support, help-desk analysis, and customer service. Proven ability to troubleshoot and resolve complex issues while delivering exceptional customer service. Strong communication skills and a passion for helping customers find solutions. Proficient with multiple support tools, software, and operational platforms.

Professional Experience

Vivint — Virtual Service Assistant (June 2022 – Present)

• Provided Tier 1 & Tier 2 virtual support to customers across smart-home devices.

• Troubleshot alarm panels, cameras, sensors, and automation equipment.

• Guided customers through device setup, installation, and troubleshooting remotely.

• Performed diagnostics and system health checks to ensure device connectivity.

• Managed customer accounts, app configuration, and access permissions.

• Maintained high satisfaction scores by ensuring fast and accurate resolutions.

• Escalated advanced technical cases to senior support when required.

• Documented all technical issues, troubleshooting steps, and resolutions in CRM.

• Educated customers on system optimization, maintenance, and security best practices.

• Collaborated with support teams to improve troubleshooting workflows. Concentra — Technical Support Specialist (October 2020 – June 2022)

• Diagnosed and resolved software, data extraction, and user access issues.

• collaborated with teams to investigate complex technical problems.

• Achieved exceptional satisfaction ratings, including a 100% rating day.

• Enhanced technical knowledge through ongoing training and team sessions.

• Ensured accuracy and security in data processes across platforms.

• Used Platform Admin tools for operational and administrative oversight.

• Troubleshot Outlook, Excel, SharePoint, and Word across all platforms.

• Assisted VMware teams in ensuring virtualization stability.

• Resolved up to 95% of tickets without requiring escalation.

• Maintained adherence to workflow, security, and compliance standards. SMART Distribution — Help-desk / Customer Service (August 2018 – October 2020)

• Installed and troubleshot printers, scanners, and network hardware.

• Supported Windows OS, macOS, and call-center systems.

• Assisted users with Microsoft 365, PeopleSoft, and RemedyForce.

• Handled account creation, password resets, and Active Directory setups.

• Built trusted relationships by providing fast and accurate support.

• Communicated with clients efficiently via phone, email, and in person.

• Organized appointments and customer schedules to improve efficiency.

• Maintained knowledge of regulations related to documentation procedures.

• Responded quickly to customer inquiries across multiple channels.

• Installed new hardware (Dell, HP, Mac) and configured software systems. Education

BSc. Computer Science

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