Customer Support & Technical Helpdesk Specialist

A/M APRIL

MCALISTER

About

Customer-focused helpdesk specialist with more

than 20 years of active experience in providing

quality services to customers in all assigned tasked while upholding regulations. Looking for a technical support position in a dynamic organization where

my skills will be fully utilized.

Experience

Customer Service Representative

ASM Research / Newark, NJ

October 2025 - Present

• Maintained performance standards while managing 50+ calls per day in a remote federal support environment.

• Ensured accuracy of financial transactions, including rollovers, withdrawals and loans, reducing potential processing errors.

• Documented all customer interactions and case details in Salesforce CRM.

Customer Service Representative

Puretalk Wireless / Marietta, Ga

June 2025 – July 2025

• As a contracted job through the Eagle Group, my duties as a customer service agent were to assist customers with payments and assist them by helping them choose the right phones for them.

• In addition, I assisted customers with setting up and transferring their wireless service by porting phone numbers in and out of Puretalk’s system. Other tasks consisted of checking data on accounts and troubleshooting technical issues.

Customer Service Representative

Fastwyre / Sandy Springs, Ga

January 2025 – May 2025

• In a call center environment, my capacities in this position were to interact with customers assisting with billing issues, troubleshooting technical issues with services and processing service changes and upgrades

• Also accountable for handling customer complaints and concerns and providing pertinent information regarding service packages and prices.

Education

Associate degree

Advance Career Training

July 2007

Computer Science

Devry Institute of Technology

February 1996

Skills

• Organizational Skills

• Data Analysis

• Project Management

• Verbal and Written Communication Skills

• Problem Solving

• Orthotrac

• Bomgar

• SQL

10385 Wisteria Lane Jonesboro, Ga 30238 **********@*****.*** 404-***-**** Resolution Consultant

Assetworks, Atlanta, Ga

September 2021 – September 2023

As a tier one employee, my duties included assisting clientele with accessing their accounts. In addition, I also activated and deactivated accounts when necessary. Customer Service Representative

Cloud 9 Software / Alpharetta, Ga

April 2021 – June 2021

• Delivered high-volume technical and operational support, managing 175+ daily client interactions while maintaining accuracy and responsiveness.

• Reduced recurring client issues by training users on payment posting, contact workflows, and adjustment transfers.

• Diagnosed and resolved network and system errors using SQL scripting and Bomgar Remote Access improving issue resolution time.

• Strengthened knowledge management by documenting solutions in CRM and contributing to internal knowledge base resources.

• Supported data conversions and escalated complex cases, collaborating with supervisors to ensure timely resolutions.

• Promoted new products and enhanced client engagement at trade shows through live demonstrations and usability training.

Customer Service Representative

Caresream Dental / Atlanta, Ga

July 2001 – December 2020

• Delivered prompt technical and operational support to clients and internal teams, including training on payment posting, contracts, and adjustment transfers.

• Resolved network and system issues using Bomgar

Remote Access and SQL Scripting: documented cases and solutions in CRM, escalating complex issues.

• Contributed to knowledge base documentation and

maintained strong product expertise through ongoing training.

• Managed escalations, conversion issues, and multi- channel client communications while ensuring HIPPA- Compliant data handling.

• Represented the company at trade shows, introducing new products and educating clients on features and usability.

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