Remote Customer Support Agent Candidate

Michael G. Connors Jr.

PO Box ** Manchester Center, VT 05255 802-***-**** *****@*****.***

Professional Summary

Accomplished and energetic with strong organizational and prioritization skills. Areas of expertise include customer service both internally and externally, technical support and troubleshooting. A team player with a solid work record.

Education

BACHELOR OF BUSINESS MAY 2008 COLLEGE OF ST.JOSEPH

·Major: Business and Computer Science

Skills & Abilities

·Time Management

·Trouble Shooting

·Customer Service

·Critical Thinking

·Zendesk

·Windows OS

·ZoomText Software

·Bomgar Software

·Salesforce

·Devops

·Halo

·NinjaOne Remote Software

·CyberQuickPass

Experience

MSP Support/IT Tech.

Uncomplicated IT. February 2024 to Present

Technical Support: Resolving hardware, software, and network issues for clients.

System Monitoring: Keeping an eye on client systems to ensure uptime and performance.

Proactive Maintenance: Performing updates, backups, and routine checks to prevent problems before they occur.

Cybersecurity: Implementing measures like firewalls, antivirus software, and employee training to protect against threats.

Client Communication: Acting as a point of contact for technical issues, offering advice, and educating clients on best practices.

Customization: Tailoring IT solutions to meet the unique needs of each client.

Customer Service Representative Streamline Healthcare Solutions

Streamline Healthcare Solutions - Manchester Center, VT July 2023 to January 2024

Customer Success Managers (CSM) are responsible for managing multiple customer accounts to ensure customer satisfaction. CSM maintains relevant industry, customer specific, and product knowledge and serve as an advocate and voice of the customer – both within Streamline as well as participation in state, regional and national settings. CSM works collaboratively across all Streamline teams to ensure an exceptional customer experience.

Job Responsibilities:

Manage multiple customer accounts as both Streamline representative and customer advocate to ensure customer satisfaction.

Ensure revenue targets are met. This includes account receivables and sales of additional product functionality and modules to enhance customer experience.

Provide consultation on SmartCare products and facilitate timely access to resources needed to ensure customer optimization and effective product use.

Effectively manage customer projects to ensure deliverables are met and within established timeframes.

Frequent communication and meetings with other Streamline teams including product and knowledge management, sales, engineers and developers, subject matter experts, client support staff, implementation, finance, and leadership. Establish, maintain, and conduct regular reviews with customers to ensure Customer Success Plans are on track to ensure exceptional customer experience. This includes establishing effective relationships with multiple levels at customer organizations (executive, clinical, fiscal, IT, quality, medical) Facilitate 1:1, state, and other customer focused group sessions

PRODUCT SUPPORT SPECIALIST AI SQUARED MAY 2010-APRIL 2023

·Phone and email technical support. Testing new features and compatibility with other software programs and environments. Problem isolation, tracking and prioritization, defect reporting, bug fix verification, and writing technical articles. Oversee and maintain the integrity of phone, email and defective databases, and reporting systems. Monitor and improve internal controls in accordance with industry standards and best practices. Serve as liaison for key customers. Evaluate, research and present competing products, feature ideas, and general issues to company personnel and customers.

·Highly regarded by customers with many emails and voicemails to management about my excellent customer service and technical support.

TECH SUPPORT/CUSTOMER SUPPORT SOUTHERN VT COMPUTER SERVICES JUNE 2008-MAY 2010

·Managed incoming phone calls from clients. Worked with the customers to evaluate the situation and diagnose what was causing the problem. Recommended the best course of action to correct problem and then implemented that course of action to resolve their issue.

HELP DESK OPERATOR THE VERMONT COUNTRY STORE APRIL 2005- NOVEMBER 2007

·Help desk support. The first line of support when their internal computer problems. Ran back up processes at the end of the night to ensure all sales data and information posted to the systems accurately. Monitored activity of major programs used internally to ensure all were performing and functioning properly. Implemented fixes if something was malfunctioning.

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