Technical Support Specialist with Web Skills
Resume:
Awan Elliott
Rogers, TX
****.**********@*****.*** +1
Work Experience
Dedicated and customer focused professional with experience in customer service, technical support, and web development. Proficient in communicating effectively with clients, resolving issues, and providing timely solutions.
Skills
- Customer Service
- Technical Support
- Web Development (HTML,
CSS, JavaScript)
- Communication and
Problem-Solving
- Time Management and Organization - Bilingual (English, basic understanding of Spanish)
Work Experience
Tech Advisor
VXI
March 2025 to Present
Provided first-level technical support to users via phone, email, and in-person, troubleshooting and resolving issues related to Windows and Linux operating systems, as well as iOS, iPadOS, and macOS platforms
- Assisted with computer management tasks, including software installations and updates, ensuring seamless IT operations
- Utilized ticketing systems to track and manage support requests, maintaining accurate records and collaborating with IT team members to escalate complex issues as needed
*Knowledge-Driven Support*
- Utilized existing Knowledge Base articles and reference materials to resolve incidents efficiently, investigating and resolving complex issues with no known solution
- Contributed to and updated the Knowledge Base and Communities, ensuring accurate and up-to-date information for future reference
*Infrastructure Management*
- Monitored and maintained IT infrastructure, including firewalls and networking equipment, to ensure optimal performance and security
- Documented solutions and maintained knowledge base articles for future reference, contributing to the improvement of IT services
internal teams, including product development and quality assurance, to resolve customer complaints and improve overall service quality
- Utilized analytical and problem-solving skills to identify root causes of technical issues and implement effective solutions Response Specialist
Concentrix
August 2021 to November 2022
- Respond to customer inquiries via phone,
providing technical support and troubleshooting
assistance - Resolve technical issues (as many as 50- 100 a day!), escalating complex problems to senior technicians when necessary
- Document customer interactions, maintaining
accurate records of issue resolution and follow-up actions - Collaborate with internal teams to resolve customer complaints and improve overall service
quality
Delivery Driver
Papa John's - Pflugerville, TX
October 2017 to May 2021
- Developed strong customer
service skills, ensuring timely
delivery and resolving customer
complaints
- Demonstrated
adaptability, working
effectively in fastpaced
environments with multiple
priorities
- Maintained accurate
records of deliveries, customer
interactions, and vehicle
maintenance
Cook/Dishwasher
Pizza Hut
July 2014 to May 2016
- Developed strong
customer service skills,
ensuring timely delivery and
resolving customer complaints
- Demonstrated
adaptability, working
effectively in fastpaced
environments with multiple
priorities
Education
Associate in Psychology
Temple Junior College - Hutto, TX
August 2024 to Present
Hutto High School
Skills
*Technical Skills*
- Help desk software: Familiarity with ticketing systems and customer relationship management software
- Operating Systems: Windows, macOS, Linux
- Hardware: Basic knowledge of computer hardware components
- Software: Microsoft Office, technical troubleshooting tools
- Networking: Basic understanding of network protocols and architecture Certifications and Licenses
Insurance License
September 2020 to September 2022
Life Insurance
September 2020 to September 2020
Life and Health Insurance
September 2020 to September 2020
Assessments
Call Center Customer Service — Highly Proficient
December 2019 Applying customer service skills in a call center setting.
Full results: Highly Proficient
Sales Skills — Highly Proficient
May 2020
Persuading reluctant customers to buy products or services, and influencing and negotiating with customers to meet sales goals. Full results: Highly Proficient Following Directions — Expert May
2020
Following multi-step instructions.
Full results: Expert
Customer Focus & Orientation — Highly Proficient
May 2020
Responding to customer situations with sensitivity Full results: Highly Proficient
Work Style: Reliability — Completed
December 2019
Tendency to be dependable and come to work
Full results: Completed
Customer Service — Familiar
May 2020
Identifying and resolving common customer issues
Full results: Familiar
Work Style: Conscientiousness — Familiar May
2020
Tendency to be well-organized, rule-abiding, and hard-working. Full results: Familiar
Work motivation — Completed
November 2020
Level of motivation and discipline applied toward work Full results: Completed
Delivery driver — Highly Proficient January 2020
Interpreting instructions, reading maps, and solving problems. Full results: Highly Proficient
Call center customer service — Highly Proficient
June 2021
Demonstrating customer service skills in a call center setting Full results: Highly Proficient
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