Technical Support Specialist - Call Center

DINYATA ROUSELL GARRETT

Clute, TX

Phone: 979-***-**** Email: **************@*****.***

Professional Summary

Technical Support Specialist with over 6 years of experience providing exceptional customer and technical support in fast-paced call center environments. Expertise includes troubleshooting hardware, software, and connectivity issues using ticketing systems, remote tools, and clear communication. Proven ability to resolve problems efficiently while maintaining high customer satisfaction through phone, email, and chat support. Strong multitasking, problem-solving, and collaboration skills.

Professional Experience

Technical Support Call Center Representative

Sparklight, Phoenix, AZ

May 2020 – May 2026

Delivered technical support via phone and email, resolving hardware, software, and connectivity issues effectively.

Assisted customers with installation, configuration, and maintenance of computer systems and applications.

Guided users through troubleshooting steps, enhancing user experience and issue resolution.

Utilized remote access and diagnostic tools to identify and solve problems.

Documented customer interactions and escalated advanced issues to specialized support teams.

Maintained strong customer satisfaction through clear communication and timely follow-ups.

Collaborated with team members to enhance workflows and support processes.

Stayed updated on product changes and support best practices.

Customer Care Specialist

Teleperformance, Killeen, TX

August 2017 – April 2019

Handled customer inquiries via phone, email, and chat support channels.

Troubleshot software and hardware problems, providing clear, step-by-step guidance to users.

Logged and tracked issues in ticketing systems for effective case management.

Escalated complex technical concerns to higher-level support teams as needed.

Technical information communicated clearly to customers with varying technical abilities.

Contributed to improved customer experience through accurate and efficient issue resolution.

Worked with team members to maintain service quality and swift response times.

Teleservice Representative

G C Financial Corp, Copperas Cove, TX

June 2016 – January 2017

Provided telephone support for computer-related troubleshooting and account issues.

Guided users remotely through software and hardware setup processes.

Documented interactions and resolutions thoroughly within company systems.

Escalated complex issues following company procedures.

Demonstrated strong communication and customer service skills under high call volumes.

Skills

Technical Support & Help Desk

Hardware & Software Troubleshooting

Remote Troubleshooting & Access Tools

Ticketing Systems & CRM Software

Phone, Email & Chat Support

Windows Support & Microsoft Office

Problem Solving & Documentation

Time Management & Communication

Education

University of Phoenix

Associate of Arts (AA), Information Technology – 2022

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