Technical Support & Help Desk Specialist

MATTHEW GREGG

Austin, TX 512-***-**** **********@*****.*** https://linkedin.com/in/matthew-gregg-317880257/

PROFESSIONAL SUMMARY

Actively Searching: Technical Support, Help Desk, Customer Support Roles

CompTIA A+ certified Technical Support and Customer Support Specialist with 8+ years of experience in remote help desk, SaaS support, hardware/software troubleshooting, and high-volume call center operations. Skilled at resolving customer issues by phone, chat, email, and remote support channels while maintaining 95%+ CSAT and strong first-contact resolution. Experienced with CRM platforms, ticketing systems, diagnostics, escalation workflows, and customer de-escalation.

CORE SKILLS

Technical Troubleshooting Help Desk Support Remote Support Customer Service Call Center Operations Ticket Management CRM & Ticketing Systems SaaS Support Hardware & Software Diagnostics Customer De-escalation Technical Documentation Escalation Management First-Contact Resolution Phone, Chat & Email Support

TECHNICAL TOOLS & SUPPORT SKILLS

Salesforce, Zendesk, Freshdesk, Microsoft Teams, Slack, Remote Desktop Tools, Microsoft Office, Google Workspace, CRM Systems, Ticketing Systems, SaaS Support, Hardware Diagnostics, Software Troubleshooting, Connectivity Troubleshooting, Password Resets, Account Support, Knowledge Base Documentation, Customer De-escalation, Typing 70+ WPM

PROFESSIONAL EXPERIENCE

Pearson - Remote - Technical Support Associate (Contract Concluded) Jun 2026 - Jul 2026

• Collaborated with internal teams to resolve technical issues quickly and improve the overall support experience.

• Managed a high volume of customer interactions while consistently meeting productivity and quality expectations.

• Documented support cases and resolutions in CRM/ticketing systems and escalated complex issues when necessary.

• Guided customers through step-by-step technical solutions while delivering an exceptional customer experience.

• Diagnosed and resolved account access, login, browser, and application issues using structured troubleshooting techniques.

• Provided remote technical support to students, parents, and educators via phone, chat, and email for Pearson's digital learning platforms.

HM Electronics (HME) - Remote - Technical Support Specialist Oct 2025 - Jan 2026

• Provided remote technical support for business customers using HME communication systems, headset equipment, base stations, audio devices, and drive-thru technology.

• Troubleshot hardware, software, audio, connectivity, configuration, and equipment performance issues through phone-based and remote support channels.

• Guided customers through diagnostics, resets, pairing steps, configuration changes, and issue resolution to restore system functionality.

• Documented troubleshooting steps, customer impact, and resolution details in ticketing systems to support accurate case tracking and escalation.

• Escalated advanced technical issues with clear notes, issue history, and completed troubleshooting steps to reduce repeat contact.

Patterson Technology Center - Remote - Support Specialist II Feb 2025 - Jun 2025

• Delivered remote technical support for dental imaging software, x-ray sensor issues, server installations, login issues, and software configuration concerns.

• Assisted customers by phone, email, and chat while documenting cases accurately and maintaining strong service quality in a high-volume support queue.

• Installed, configured, and supported imaging software and related systems to reduce downtime for dental office customers.

• Ranked as a top-quartile support agent across key performance metrics including AHT, CSAT, and first-contact resolution.

• Created and updated troubleshooting documentation to help improve team resolution speed and consistency.

Austin Property Inspections - Austin, TX - Customer Service & Client Support Representative, Part-Time / Contract Feb 2021 – Apr 2026 (Contract Concluded)

• Manage customer inquiries across phone, email, chat, and social media while providing accurate information, scheduling support, and issue resolution.

• Maintain 95%+ CSAT and 98% first-contact resolution by resolving customer concerns quickly and professionally.

• Support booking, client communication, follow-up, and service coordination while helping the company exceed revenue and appointment goals.

• De-escalate frustrated customers by listening carefully, clarifying the issue, and providing realistic next steps.

• Document customer interactions, appointment details, and service updates to keep internal records accurate.

Sterling Call Center Operations (BPO) - Technical Support Agent Jun 2017 - Jan 2021

• Provided high-volume phone, chat, and email support for PC hardware, software, connectivity, account, and troubleshooting issues.

• Diagnosed customer problems using structured questions, remote guidance, and step-by-step troubleshooting workflows.

• Resolved escalated customer issues while maintaining professionalism, empathy, and strong call control.

• Consistently met or exceeded KPIs for handle time, CSAT, first-contact resolution, and documentation quality.

EDUCATION & CERTIFICATIONS

CompTIA A+ Certification Cybersecurity & Policy Program - University of Colorado Boulder Cybersecurity Principles Training

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