Technical Support & Case Management Specialist

Gabrielle Winckler

Columbia, SC mailto:************@*****.*** 803-***-**** LinkedIn

PROFESSIONAL SUMMARY

Technical Support Specialist and Case Management Analyst with 10+ years at Verizon resolving complex wireless, billing, and IT escalations. CompTIA A+ certified with expertise in root cause analysis, advanced troubleshooting, and executive-level incident management. Known for improving customer satisfaction and retention by turning escalations into positive outcomes. Experienced working in Citrix-based virtual desktop environments to support secure remote operations. Skilled at cross-functional collaboration to drive service excellence and system stability.

PROFESSIONAL EXPERIENCE

Verizon Wireless

Case Management Analyst Sept 2021 – Dec 2025

• Resolved complex escalations across billing, promotions, payments, technical support, and IT systems.

• Managed multi-channel customer interactions (phone, email, text, digital), ensuring timely resolution and high customer satisfaction.

• De-escalated critical issues, converting negative experiences into positive, loyalty-building outcomes.

• Performed root cause analysis and partnered with cross-functional teams to resolve systemic issues.

• Delivered insights to leadership to improve workflows, policies, and customer journey performance.

• Balanced customer advocacy with business impact using data-driven decision-making.

• Managed high-volume caseloads with accuracy, urgency, and service excellence.

• Utilized a Citrix-based virtual desktop environment for secure remote access to internal systems and tools.

Senior Technical Support Analyst (Tier 3) Mar 2015 – Sept 2021

• Provided advanced troubleshooting for iOS/Android devices, OS issues, and 4G LTE/5G network performance.

• Resolved complex technical issues for high-value customers, improving satisfaction and first-contact resolution.

• Conducted defect trend analysis using customer data to identify and address recurring issues.

• Used diagnostic tools to analyze connectivity, signal strength, and network performance.

• Collaborated with Network Engineering and IT teams to report bugs and validate fixes.

• Created SOPs and knowledge base content to improve support efficiency.

• Exceeded KPIs including MTTR and FCR, enhancing customer experience metrics.

• Worked daily within a Citrix environment to securely access systems while supporting customers remotely.

CORE COMPETENCIES

Escalation Management Customer Satisfaction & Retention Technical Troubleshooting

Root Cause Analysis Process Improvement CX Analytics Operational Reporting

Cross-Functional Collaboration Remote Work Environments TOOLS & TECHNOLOGY

Verint, Quickbase, MyInfo, ACSS, WFM, MTAS, USAC, TRG, Citrix Microsoft Excel, Word, PowerPoint, Google Workspace ADDITIONAL EXPERIENCE

Business Owner & Graphic Designer 2011 – 2022

• Delivered branding, digital media, and marketing solutions for a diverse client base.

• Managed client relationships, driving satisfaction, repeat business, and referrals.

• Oversaw consultations, contracts, timelines, and end-to-end project delivery.

CERTIFICATIONS

CompTIA A+ Google Workspace Certification

EDUCATION

Associate Degree — FTP Berufschule, Ludwigsburg, Germany Secondary Education — Tobias Mayer Gemeinschaftsschule, Marbach am Neckar, Germany

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