Operations & Cloud Support Specialist Resume Title

Reagan Dillard

Helena, AL ***************@*****.*** 205-***-**** US Citizen

Professional Summary

Operations and technical support professional with experience supporting business accounts, resolving complex service issues, and maintaining accurate systems documentation in high-volume environments. Skilled in process execution, troubleshooting, account operations, and cross-functional coordination. Known for accuracy, reliability, and clear communication. Seeking an operations, application support, or cloud support role with a stable base salary and growth potential.

Core Skills

● Operations & Service Delivery Support

● Account & Systems Administration

● Technical Troubleshooting (Devices, Connectivity, SaaS Tools)

● Ticket & Case Management

● Process Adherence & Documentation

● CRM & Internal Systems Accuracy

● Issue Resolution & Escalation

● Cross-Functional Collaboration

● Data Accuracy & Quality Control

● Time Management in High-Volume Environments

Professional Experience

Customer Loyalty Account Expert July 2025 – Present

● Supported an assigned portfolio of business accounts by managing service requests, account changes, and solution implementations.

● Analyzed customer needs to identify appropriate service configurations and operational solutions.

● Coordinated account updates, orders, and follow-ups across internal systems to ensure accuracy and completion.

● Maintained detailed CRM records to support reporting, continuity, and compliance.

● Balanced multiple concurrent requests while meeting quality and accuracy standards. T-Mobile – Helena, AL

Technical Support / Customer Solutions Associate September 2024 – July 2025• Provide technical troubleshooting and customer support for connectivity, devices, and service-related issues across multiple product lines.

● Provided frontline technical support for devices, connectivity, and service platforms.

● Troubleshoot network and service issues using guided diagnostics and internal knowledge bases.

● Resolved billing, access, and account configuration issues with attention to policy and accuracy.

● Managed a high volume of support tickets while maintaining quality and service-level expectations.

● Logged detailed case notes to support tracking, escalation, and root cause analysis. T-Mobile – Birmingham, AL

Customer Account Representative August 2023 – August 2024

● Processed account updates, service requests, and billing adjustments accurately across internal systems.

● Followed standardized workflows and compliance guidelines in a metrics-driven environment.

● Supported issue resolution and service continuity through clear documentation and follow up.

Education

Helena High School – Helena, AL

High School Diploma August 2019 – May 2022

Certifications

• The Bits and Bytes of Computer Networking – March 2023

• Technical Support Fundamentals – February 2023

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