Customer-Focused Technical Support Specialist with 15+ Years

April McAlister

Objective

Customer-focused helpdesk specialist with more than 15 years of active experience in providing quality services to customers in all assigned tasked while upholding regulations. Looking for a technical support position in a dynamic organization where my skills will be fully utilized.

Skills & Abilities

Organizational Skills

Data Analysis

Project Management

Verbal and Written Communication Skills

Problem Solving

Orthotrac

Bomgar

SQL

Education

ADVANCE CAREER TRAINING ~ ASSOCIATE DEGREE – BUSINESS

Atlanta, Georgia

July 2007

DEVRY INST OF TECHNOLOGY COMPUTER SCIENCE

Atlanta, Georgia

February 1996

Rerences

AVAILABLE UPON REQUEST

Experience

PURETALK WIRELESS–

CUSTOMER SERVICE REPRESENTATIVE

MARIETTA, GA

As a contracted job through the Eagle Group, my duties as a customer service agent were to assist customers with payments and assist them by helping them choose the right phones for them.

In addition, I assisted customers with setting up and transferring their wireless service by porting phone numbers in and out of Puretalk’s system. Other tasks consisted of checking data on accounts and troubleshooting technical issues.

FASTWYRE BROADBAND –

CUSTOMER SERVICE REPRESENTATIVE

SANDY SPRINGS, GA

JUN 2025 – JULY 2025

JAN 2025 – MAY 2025

In a call center environment, my capacities in this position are to interact with customers assisting with billing issues, troubleshooting technical issues with services and processing service changes and upgrades.

Also accountable for handling customer complaints and concerns and providing pertinent information regarding service packages and prices.

ASSETWORKS –

RESOLUTION CONSULTANT

ATLANTA, GA

SEPT 2021 – SEPT 2023

As a tier one employee, my duties included assisting clientele with accessing their accounts. In addition, I also activated and deactivated accounts when necessary.

CLOUD 9 SOFTWARE -

CUSTOMER SERVICE REPRESENTATIVE

ALPHARETTA, GA

APR 2021 – JUN 2021

Averaging 175 daily, I provided prompt and accurate responses supporting clientele and team members. In addition to operational support, I provided by training clients on posting payments, contract and adjusting transfers I aided in correcting network errors and provided support on Bomgar Remote Access and offered analysis support using SQL Scripting.

Recorded entries, documented issues and provided resolutions through the CRM System. Escalated issues as needed to supervisor. I also submitted proposed solutions to complicated issues in knowledge-based and internal/external documentation.

Maintained and increase product knowledge on applicable products and/or applications via training.

Other duties included: input training based on call escalations, resolved conversion issues and live-line calls, emails, faxes or other methods of contact as needed. Also collected data from customer sites following HIPPA guidelines where applicable.

Introducing new products, features, product usability and supportability to clients while attending trade shows.

CARESREAM DENTAL –

CUSTOMER SERVICE REPRESENTATIVE

ATLANTA, GA

JULY 2001 – DEC 2020

Responsible for prompt and accurate responses supporting clientele and team members. In addition to operational support, I provided by training clients on posting payments, contract and adjusting transfers I aided in correcting network errors and provided support on Bomgar Remote Access and offered analysis support using SQL Scripting.

Recorded entries, documented issues and provided resolutions through the CRM System. Escalated issues as needed to supervisor. I also submitted proposed solutions to complicated issues in knowledge-based and internal/external documentation.

Maintained and increase product knowledge on applicable products and/or applications via training.

Other duties included: input training based on call escalations, resolved conversion issues and live-line calls, emails, faxes or other methods of contact as needed. Also collected data from customer sites following HIPPA guidelines where applicable.

Introducing new products, features, product usability and supportability to clients while attending trade shows.

1999 - 2001

HEWLETT PACKARD –

PROJECT MANAGER

ATLANTA, GA

Managed the company’s product logistics and deliveries.

**********@*****.*** ٠ 10385 WISTERIA LANE JONESBORO, GA 30238 ٠-404-***-****

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