Customer Support Engineer with 10+ Years Experience

Marc Doane Pampa, TX • 806-***-**** • ****.*****@*****.*** • LinkedIn

Professional Summary

Customer-focused Support Specialist with 10+ years of experience in remote diagnostics, Tier 1–3 support, and high-volume call and email queue management. Proven success in SLA-driven environments, resolving incidents via ticketing systems, phone, and email. Skilled in root cause analysis, documentation, and cross-functional collaboration. Flexible and reliable, available for rotating shifts and on-call schedules.

Professional Experience

Owner / Mobile Diagnostic Technician Lone Star Benz Diagnostics • Pampa, TX • 2018–Present

Operate mobile diagnostics and repair for Mercedes-Benz using OEM-level tools and satellite/network-based systems.

Built automated workflows for client communication and scheduling, increasing retention and reducing manual overhead.

Delivered consistent customer satisfaction through accurate issue resolution and clear documentation.

Tier 1 Technical Support Specialist Resound Networks • Remote • 2023–Sep 2025

Resolved technical issues via email, phone, and remote tools for residential and commercial clients.

Managed large email queues and ticketing systems, ensuring SLA compliance and timely escalation.

Led documentation and workflow improvements that reduced ticket resolution time by 14% and improved team efficiency by 27%.

Tier 3 Global Expert & Customer Service Specialist Inspiro Relia • Remote • 2021–2023

Handled escalated support cases across telecom and SaaS platforms, reducing repeat tickets by 40%.

Authored SOPs and knowledge base articles to improve first-contact resolution and support consistency.

Ensured HIPAA compliance and secure handling of sensitive data in fraud and benefits support.

Commercial Pharmacy Benefits Manager (Level 2 PCA) Express Scripts Pharmacy (Cigna Health) • Remote • 2021–2022

Managed 100+ inbound calls daily, resolving complex benefit and claims issues.

Acted as liaison between patients and clinicians, improving resolution speed and satisfaction.

Projects and Technical Highlights

Audio Transcription Automation (Python + AI Tools): Built a Python script to transcribe large .mp3 files into text using Google’s LLM and speech-to-text libraries. Optimized for scalability and accuracy in long recordings.

Workflow Automation for Client Scheduling: Designed automated communication and scheduling workflows for Lone Star Benz Diagnostics, reducing manual overhead and improving customer retention.

Web Development with HTML/CSS: Created and maintained a lightweight business website using HTML, CSS, and GitHub Pages to improve brand visibility and customer accessibility.

Education Associate of Applied Science – Computer Science ITT Technical Institute

Professional Development and Certifications

IBM SkillsBuild Credentials: • Data Fundamentals – Data concepts, visualization, and tools (Watson Studio, Python basics) • Artificial Intelligence Fundamentals – AI concepts, ethics, and applications • Cybersecurity Fundamentals – Terminology, attack methods, cryptography, IBM X-Force simulations • Project Management Fundamentals – Project lifecycle, teamwork, and approaches • Communication Skills for IT Support – Clear communication, collaboration, and customer rapport • Explorations into Mindfulness (Badge) – Focus, resilience, and stress management in high-volume support roles

Additional Coursework: Blockchain, Cloud Computing, Internet of Things, Emerging Tech, Prompt Engineering

Certifications: • OSHA 10 Certification – Occupational Safety and Health Administration • IBM Data Fundamentals Credential – IBM SkillsBuild • Certified Global Expert – Residential Satellite Systems (DISH Network Technologies)

Technical Skills

Remote Troubleshooting (Windows, iOS, Android)

Ticketing Systems (Salesforce, proprietary CRMs)

Email Queue Monitoring and SLA Adherence

Network Configuration (LAN/WAN, VoIP, Routers)

Root Cause Analysis and Incident Escalation

Knowledge Base Creation and Workflow Automation

Python Scripting and Process Automation

Web Development (HTML, CSS, GitHub Pages)

Customer Service and Secure Data Handling

Shift Flexibility and On-Call Support

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