Technical Support & IT Systems Specialist

Stephen G. Townsend

Technical Support & IT Systems Specialist

919-***-**** ************@*****.***

Professional Summary

Detail-oriented Technical Support and IT Systems Specialist with 7+ years of experience in software and hardware troubleshooting across Apple, Windows, and enterprise environments. Proven success resolving complex technical issues, delivering top-tier customer service, and maintaining high client satisfaction within fast-paced support teams. Technical Skills

• Operating Systems: macOS, iOS, Windows OS

• Tools & Platforms: Remote Support, CRM Systems, Apple Device Management

• Networking & Systems: Troubleshooting, Diagnostics, System Configuration

• Soft Skills: Client Communication, Escalation Management, Multi-Tasking Professional Experience

Apple Inc. — Morrisville, NC

Technical Support Senior Advisor (Level 4 Specialist) March 2022 – March 2025

• Served as final point of contact for complex Apple device support cases.

• Delivered Tier 4 technical assistance for hardware and software troubleshooting.

• Managed high-volume client cases, ensuring timely resolutions and superior satisfaction.

• Consistently exceeded performance metrics and quality standards. Cengage Learning — Raleigh, NC

Technical Support Specialist October 2021 – March 2022

• Supported faculty and students in resolving software conflicts for online courses.

• Assisted professors with platform setup and customization.

• Delivered fast, accurate resolutions, improving user experience. Conduent Inc. — Raleigh, NC

Technical Support Specialist May 2018 – September 2021

• Served as primary technical contact for clients, providing troubleshooting and escalation support.

• Identified root causes of recurring technical issues and implemented corrective actions.

• Strengthened communication and coordination between technical teams and clients. Education

Associate of Arts Degree, Wake Technical Community College — Raleigh, NC (2017) High School Diploma, Millbrook High School — Raleigh, NC (2010)

Contact this candidate