Senior Technical Support & VOIP Specialist
Resume:
Daniel White Jr.
Philadelphia, PA *****
************@*****.***
Senior Technical Support 13+ Years of IT, VOIP & Network Communications Success. Proven record of resolving 1,000+ technical issues annually while maintaining 95%+ customer satisfaction.
Summary of Accomplishments
●Delivered consistent 95%+ customer satisfaction through effective troubleshooting and communication.
●Boosted customer retention by 20% via strategic upselling and service excellence.
●Resolved over 1,000 complex technical issues per year, demonstrating advanced troubleshooting and conflict resolution skills.
●Trained and mentored staff, improving team efficiency by 30% and service consistency.
●Cut average handling time by 15% by identifying process inefficiencies and implementing improvements.
●Contributed to a 10% increase in revenue through upselling and customer education on advanced features.
●Streamlined reporting by creating dashboards, improving data access, and decision-making for management.
●Leveraged CRM tools to improve customer tracking and enhance support documentation accuracy.
●Collaborated cross-functionally to drive product enhancements based on customer feedback and ticket analysis.
●Utilized predictive analytics and feedback to drive data-informed service improvements and policy updates.
Areas of Expertise
●Tier 2 Technical Support
●VOIP & Network Communications
●CRM Systems & Ticket Management
●Conflict & Escalation Resolution
●Data Analytics & Performance Metrics
●Cross-Functional Collaboration
●Staff Training & Development
●Process & Service Improvement
●Multichannel Support (Phone, Chat, Email)
●Predictive Feedback Analysis
●Remote Troubleshooting
●Customer Retention Strategies
Professional Experience
Shoprite, Philadelphia, PA
Loss Prevention Officer I Aug 2024 - Present
●Utilized advanced surveillance techniques to identify potential issues, contributing to a reduction in financial losses by over 25%.
●Directed asset recovery initiatives and collaborated with store personnel and local authorities to resolve security challenges and document incidents.
●Administered crucial first aid during emergencies, documenting and maintaining safety protocols.
●Coordinated with multiple teams to enhance security protocols and optimize process documentation, reflecting strong problem-solving and communication skills.
Xtel Communications, Mt. Laurel, NJ
Tier 2 Technical Support Engineer May 2019 – Aug 2024
●Handled 30+ customer inquiries daily via phone, email, and fax, resolving technical and service-related issues.
●Managed escalated support issues, improving resolution outcomes and reducing complaints.
●Mentored and trained junior staff, leading to a 30% improvement in team efficiency.
●Monitored KPIs and resolution metrics, implementing changes that reduced response time and improved service delivery.
●Partnered with sales and product development to relay customer feedback and drive service enhancements.
Momentum Telecom Inc., Philadelphia, PA
Tier 2 VOIP Network Support Representative Aug 2015 – May 2019
●Maintained 99% customer satisfaction through proactive follow-up and timely resolution.
●Trained new hires, standardizing onboard, and improving service consistency.
●Resolved escalated network and VOIP issues, leading to increased uptime and client satisfaction.
●Streamlined ticket review process, identifying trends and reducing repeat incidents.
●Liaised with internal teams to escalate and resolve customer-requested feature enhancements.
DecisionOne, Chesterbrook, PA
Quality Exceptions Analyst Apr 2014 – Aug 2015
●Developed SOPs for improved internal knowledge sharing and process consistency.
●Implemented predictive analytics to anticipate trends and inform strategy adjustments.
●Boosted operational efficiency by 30% through automation of manual analysis tasks.
●Created dashboards to streamline reporting and improve access to KPIs.
●Used customer feedback data to enhance service delivery and reduce complaints.
Comcast Technology Solutions, Horsham, PA
Customer Service Technical Support Jun 2011 – Aug 2014
●Managed 50+ daily inbound customer support calls and emails.
●Enhanced team performance by sharing best practices and coaching new hires.
●Resolved technical issues efficiently, improving product usability and customer loyalty.
●Supported high-pressure customer escalations while maintaining professionalism.
●Partnered with internal teams to expedite fixes and implement lasting solutions.
Education
Bachelor of Science in Network Communications
DeVry University – Fort Washington, PA
Certifications & Accomplishments
●Fortinet Certified Associate – Cybersecurity
●Fortinet Certified Fundamentals – Cybersecurity
●Developed team documentation resources, improving onboarding efficiency by 25%
●Led special projects that reduced the support ticket backlog by 40% in 6 months
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