Customer Support & Technical Support Specialist
Resume:
Leonard F.
Columbus, OH *****
*********.*@*****.***
Professional Summary
Detail oriented Customer Support & Technical Support Specialist with 4+ years of experience delivering high-quality service across chat, phone, and remote support channels. Strong background in healthcare enrollment, insurance data accuracy, and compliance-driven environments. Skilled in troubleshooting technical issues, guiding users through complex processes, and maintaining exceptional customer satisfaction. Recognized for empathy, professionalism, and the ability to communicate clearly with both technical and non-technical users.
Education
Bachelor of Science, Information Systems
Technical Skills
Systems & Platforms: Windows, macOS, Linux, Microsoft 365, POS Remote Tools: VPN, RDP, Citrix, Slack, Teams
Help Desk Tools: Zendesk, Salesforce, Remedy, ServiceNow IT Tools: Active Directory, Pulse Secure, PeopleSoft Documentation: SOP creation, technical writing, knowledge base updates Soft Skills
• Clear written and verbal communication
• Patient, empathetic, and customer-focused
• Strong multitasking and adaptability
• High emotional intelligence and problem-solving
• Team-oriented with leadership potential
Professional Experience
Chat Support Specialist — Maryland Health Connection Jun 2024 – Present
• Provide real-time chat support for Medicaid and private health insurance enrollment.
• Guide consumers through eligibility verification, plan comparisons, and HBX enrollment steps.
• Assist with MCO inquiries (Aetna, Kaiser Permanente, UnitedHealthcare).
• Support customers with 1095-A and 1095-B tax form questions to ensure compliance.
• Verify and update consumer records with strict accuracy and privacy standards.
• Document interactions and escalations in Salesforce for case tracking.
• Maintain high-volume chat performance while meeting security and quality benchmarks.
• De-escalate complex cases with empathy and clear communication.
• Collaborate with supervisors to identify recurring issues and improve workflows.
• Consistently recognized for accuracy, professionalism, and customer satisfaction. Call Center Agent — Luminous Technologies
Dec 2022 – Apr 2024
• Handled inbound/outbound calls providing Tier 1 & Tier 2 technical support.
• Troubleshot hardware (printers, POS) and OS issues (Windows/macOS).
• Performed Active Directory tasks including password resets and account setup.
• Supported remote users via Citrix, VPN, and RDP while maintaining data security.
• Logged all interactions in ServiceNow for transparency and follow-up.
• Authored 30+ SOPs to standardize troubleshooting and escalation procedures.
• Reduced average resolution time by 20% through improved call routing.
• Conducted follow-up calls to confirm issue resolution and enhance customer experience.
• Trained new staff on ticketing systems and support procedures.
• Earned recognition for exceeding KPIs and delivering empathetic, effective service. Technical Client Services Representative — Geh Consult Jun 2020 – Sep 2022
• Delivered executive-level support for travel setup, AV systems, and hybrid meeting technology.
• Provided 24/7 coverage for high-priority technical issues during major events.
• Supported 100+ end users with Windows/macOS configuration and troubleshooting.
• Documented incidents and created performance reports to improve response times.
• Provided professional inbound phone and email support.
• Verified and updated executive data records across systems.
• Created step-by-step technical documentation for executives and assistants.
• Resolved VPN and Citrix connectivity issues to ensure secure remote access.
• Improved response time by 30% through optimized escalation procedures.
• Praised for discretion, reliability, and high-quality service. Executive Support Specialist — MetLife
May 2018 – May 2020
• Delivered Tier 1 customer and technical support via phone with a 97%+ resolution rate.
• Supported enterprise insurance tools (Startrak, Parameds, ExamOne, Beeline, Paycoor).
• Assisted customers with healthcare and insurance data inquiries.
• Managed VOIP and call center systems (Avaya) for efficient call handling.
• Documented interactions in SIR ticketing system for compliance and audits.
• Provided empathetic support to both technical and non-technical users.
• Collaborated with teams to resolve escalated cases quickly.
• Guided users through Microsoft Teams and Webex for communication needs.
• Supported healthcare-related troubleshooting with accuracy and urgency.
• Recognized for outstanding service, empathy, and long-term customer relationship building.
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