Technical Support & Software Systems Specialist

James D. Merchant

************@*****.***

www.linkedin.com/in/jamesmerchant37

Professional Summary

Detail-oriented Software & Technical Support Specialist with experience providing Tier 1–2 support across SaaS platforms, healthcare systems, and educational environments. Skilled in troubleshooting software and hardware issues, CRM case management, user administration, and delivering high-quality customer support via phone, chat, and email. Known for strong communication skills, empathy, and meeting performance KPIs in fast-paced environments. Technical Skills

● Operating Systems: Windows, iOS, Android

● Applications & Tools: Microsoft Office 365, Jira, CRM systems, Rescue Mobile, Active Directory

● Technical Skills: Software & hardware troubleshooting, cloud management, network troubleshooting, triage

● Customer Support: Phone etiquette, ticketing systems, service recovery, escalation handling

● Core Strengths: Multitasking, adaptability, time management, attention to detail, strong listening skills

Professional Experience

Neptune Technology Group — Software Systems Support Specialist March 2024 – November 2025

● Provide technical support via phone, email, and chat for the Neptune 360 software application

● Troubleshoot software issues to reduce unnecessary repair volumes

● Create, monitor, and resolve cases using a CRM application

● Track product repair history and submit RMA tickets for escalation

● Perform password resets and manage user accounts within the Neptune 360 database

● Assist users remotely using the Rescue Mobile application

● Collaborate with Customer Service, Implementation, and Marketing teams to ensure accurate product information

● Meet quality KPIs and performance standards consistently Concentrix (Remote) — Customer Service Specialist

September 2023 – March 2024

● Scheduled patient appointments using Canopy and Greenway systems

● Managed inbound and outbound calls, including appointment reminders

● Updated patient demographics and electronic medical records accurately

● E-faxed referrals and diagnostic orders

● Performed service recovery and de-escalated patient concerns when necessary

● Documented all patient interactions while adhering to HIPAA regulations

● Partnered with care teams to deliver high-quality patient support

● Met contact center KPIs and quality performance standards 525 Technologies / Union Springs School Systems — Technical Support Technician

June 2022 – June 2023

● Provided technical support for end users across multiple school systems

● Assisted with software installation, configuration, and troubleshooting

● Answered help desk requests via ticketing system, phone, and email

● Performed network troubleshooting and low-voltage projects

● Reset passwords and managed users through Active Directory

● Researched unresolved issues and escalated when necessary

● Maintained accurate and up-to-date technical documentation Education

DeVry University (Online)

A.A.S. – Information Technology & Networking / Network Systems Administration March 2021 – December 2023

● GPA: 3.68

● Honors: Cum Laude

Organizations & Awards

● National Society of Leadership and Success (NSLS)

● 5 Dean’s List Recipient

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