Help Desk Support Specialist with 10+ Years

DAVID LYNCH

Princeton, TX ***** Mobile 469-***-**** ********@*****.***

OVERVIEW

A highly motivated help desk support specialist with a record of accomplishments spanning ten plus years. Highly innovative, recognized as a results-driven, detail-oriented, and solution-focused individual. Areas of strength include:

Excellent Customer Service Skills, Strong Communication Skills, Highly Organized, Self – Starter, Remote Access, Ability to Multi-task, Ability to Prioritize Tasks, Administrative Tasks, Excellent Documentation, Driven, Time Management, Team Player, Research Abilities, Problem Solving, Home Media setup

My technical and software abilities include experience in:

Python, HTML, CSS and JavaScript, JAVA, AWS Developer Cert (studying for exam), MySQL, Splunk, Salesforce, Firm Edition Tax Software, Power SHH, both MS Windows and MacOS systems.

PROFESSIONAL EXPERIENCE

Verizon - Contract

Software Engineer 05/2018 – 10/2024

•Identified operational problems by analyzing application functions and performance, investigating complaints, and providing customers with solutions.

•Developed operational solutions like FAQ’s and response templates to address customer issues efficiently.

•Improved operational quality by recommending process re-design, implementing changes, and updating management on customer trends.

Tekmark Global Solutions

Technical Engineer I 07/2015 – 01/2018

•Identified operational problems by analyzing application functions and performance, investigating complaints, and providing customers with solutions.

•Developed operational solutions like FAQ’s and response templates to address customer issues efficiently.

•Improved operational quality by recommending process re-design, implementing changes, and updating management on customer trends.

Thomson Reuters

Product Support Rep (GoSystems) 01/2012 – 7/2015

Provided front line queue support for customers.

Entered detailed information for each call into call tracking system.

Responsible for handling all calls through resolution in a timely manner.

I consistently pursued exceeding customer expectations for service quality and the ability to identify needs and solutions for improving customer experience was necessary to me.

Researching questions as related to product functionality

Meet call volume and call time standards as defined by the department & enter all calls into call tracking database.

Remain current on latest trends and product development efforts through self-study and other training programs provided.

Worked on special projects as assigned.

Telvista (Verizon Fios Contract) 2010 - 2011

Fiber Solution Center Tech

Provided phone support for FIOS Digital Voice, Internet and Video products

Clearly and effectively explained the nature of each of the FIOS technologies while demonstrating the ability to resolve technical issues in a timely manner

Carefully capturing data and dialogue into ticketing system

Provide support for the Microsoft Suite, Web browsers and other 3rd party applications

AT&T / Teleworld Staffing 09/09-02/10

U-Verse Tier 2 Support

Level 2 support for the AT&T U-verse product (VOIP, HSIA,IPTV)

Support group for field technicians completing new installs, upgrades and services order requests

Trouble shooting all possible connectivity or service issues with members and technicians

Objectives include one call resolution while maintaining SLA, qualifying the member for possible upgrades to service

Westec Intelligence Systems 05/09-09/09

Technical Support Tier 2 Coppell,TX

Trouble shooting proprietary DW surveillance servers and alarm systems via Remote software (Compass and VNC )

Utilize remote software to open ports on various routers to establish network connectivity

Assist clients and or field technicians with software installation

Multi tasking to achieve daily stats goals

Managing and responding to 100 plus email requests directed to our support box within the 4 hour response window

Spherion/State Farm, Irving, Texas (Contract) 06/08 – 04/09

Tier I Help Desk Specialist

Resolving technical support issues for all State Farm Agent Offices nationwide.

Remote troubleshooting for hardware equipment (printers, scanners, routers, servers) and end-user PC (applications, laptops, PC) support.

Setting up Blackberry devices, including Microsoft Exchange Enterprise Edition on BlackBerry Enterprise Server.

Supported Active Directory and SSO password resets, Outlook, VPN connectivity, MS Office support.

Provided training to Agents and staff members of the State Farm proprietary software used to complete daily insurance apps.

Used Admin ID to install updates on servers and or workstation if needed

Web Technologies Coordinator / Internet Consultant 06/05 – 04/08

Idearc – Verizon Superpages, Coppell, TX

Acted as the primary contact for over 250 sales representatives for products, policies and procedures.

Answered medium call volumes of over 40 calls per day. Exceeded first call resolution percentages.

Proofed and modified customer marketing ads to ensure SEO, keyword searches.

Assisted and coached customers for setting up web accounts. Provided initial account setup tutorials remotely.

Utilized People Soft to track and setup new accounts and update profiles

Awards & Acknowledgements

Top Call Quality Score Earner for 6 consecutive months

Raving Fans Award

“Moment of Excellence Performance Award” awarded 3/2004

“STAR RECOGNITION” AWARD AWARDED 6/2000 STAR RECOGNITION

EDUCATION

In lieu of Associate in Applied Sciences Degree: Electronics and Computer Technology

DeVry University

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