Technical Support Professional with 20+ Years Experience

Darlene Laudicina

Peachtree City, GA ***** 770-***-**** *******.***********@******.***

Summary

Dedicated technical support professional with over 20 years of experience in troubleshooting and incident resolution. Known for exceptional communication skills and ability to provide remote technical assistance, ensuring timely and effective solutions that boost customer satisfaction. Skills

• Technical support • Incident resolution

• Application support • Ticket management

• Remote assistance • Product knowledge

• Customer service management • Effective communication Experience

CLIENT TECHNICAL SUPPORT ASSOCIATE 10/2004 - 03/2026 Fiserv - Milwaukee, Wisconsin

• Served as first point of contact for incoming technical service calls and emails.

• Provided technical support to customers by responding to inquiries and troubleshooting issues.

• Delivered technical support for client inquiries and system issues, enhancing user satisfaction.

• Diagnosed software problems and offered effective solutions to clients.

• Addressed client inquiries promptly via telephone and email, improving response times.

• Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.

• Tracked customer service requests through ticketing system, ensuring resolution from initiation to completion.

• Opened service tickets for clients, documenting user information, and description of problem.

• Documented client interactions in support ticketing system for tracking purposes.

• Maintained up-to-date knowledge of Fiserv products and industry trends. OPERATIONS MANAGER 01/2000 - 10/2004

The Bank of Georgia - Peachtree City, Georgia

• Oversaw compliance with banking regulations and internal policies across all operations.

• Directed operations staff by providing guidance, training, and support in order to meet company objectives.

• Supervised day-to-day workflow of employees in order to maximize productivity and maintain quality standards.

• Prepared staff work schedules and assigned team members to specific duties.

• Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements. Education and Training

Palmetto High School - Palmetto, GA High School Diploma 06/1985

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