Customer Support & IT Technical Support Professional

PHILIPPE CONSTANT

***********@*****.*** 240-***-**** Silver Spring, MD

Professional Summary

Dedicated Customer Support and IT Professional with 17+ years of experience in technical support, customer service, administrative operations, and virtual learning support environments. Skilled in troubleshooting hardware, software, and network-related issues while delivering exceptional customer service and timely resolutions. Proven ability to manage high-volume support requests, support online education platforms, and improve operational workflows. Strong communicator with experience using CRM systems, remote support tools, and help desk ticketing platforms.

Professional Experience

Customer Service Technical Support Administrator

TEKsystems – Pearson (Remote), Hanover, MD June 2025 – March 2026

Provide frontline technical support for online education platforms, assisting users with system access, navigation, and troubleshooting.

Resolve login issues, account access problems, and platform-related concerns using help desk tools and remote support methods.

Support students and educators in virtual learning environments, ensuring minimal disruption to learning activities.

Document, track, and manage support tickets while maintaining SLA compliance.

Deliver high-quality customer resolutions by identifying root causes and providing user-friendly technical guidance.

IT Support Representative

Teleperformance, Ft. Lauderdale & Boca Raton, FL July 2021 – November 2024

Delivered Tier 1 and Tier 2 technical support via phone, chat, and email for hardware, software, and network-related issues.

Troubleshot LAN, Wi-Fi, VPN, and connectivity issues for end users.

Assisted users with software installations, updates, and remote troubleshooting.

Maintained ticketing systems and contributed to internal knowledge base documentation.

De-escalated customer concerns and ensured timely issue resolution.

Customer Service Coordinator

Ryder, Laurel, MD January 2019 – July 2021

Served as liaison between customers, vendors, and service teams to resolve service requests efficiently.

Managed repair orders, preventive maintenance scheduling, and parts inventory.

Improved operational efficiency through effective coordination and communication.

Processed accounts payable and maintained accurate service records.

Accounts Payable Manager

Firestone Complete Auto Care, Towson, MD April 2020 – July 2021

Managed invoicing, payment processing, and vendor account reconciliation.

Verified vendor information and maintained compliance with financial procedures.

Optimized payment workflows and ensured financial accuracy.

Office Manager Assistant

Aspen Dental, Dundalk, MD February 2018 – March 2020

Supported daily office operations including scheduling, billing, and insurance verification.

Maintained compliance with HIPAA and OSHA regulations.

Assisted with onboarding and staff training.

Reimbursement Representative

Lash Group, Rockville, MD October 2017 – February 2018

Processed insurance claims and prior authorizations for healthcare services.

Resolved billing issues and claim denials through communication with patients and insurers.

Maintained accurate reimbursement documentation.

Medical Assistant

American Spine, Germantown, MD August 2013 – October 2017

Supported administrative and clinical workflows including scheduling, insurance verification, and documentation.

Assisted with patient communication and claims processing.

Trained new staff and improved workflow efficiency.

Travel Coordinator

Ramada Travel Resort, Ft. Lauderdale, FL April 2007 – June 2009

Coordinated domestic and international travel arrangements for staff and executives.

Managed itineraries, bookings, and expense tracking.

Negotiated vendor rates and ensured travel policy compliance.

Certifications

CPR Certification – American Red Cross (Valid through 2026)

Technical Skills

Technical Troubleshooting (Hardware, Software, Network)

Help Desk & Ticketing Systems (ServiceNow, CRM Tools)

Remote Support & Virtual Assistance

LAN / Wi-Fi / VPN Connectivity Troubleshooting

Learning Management Systems (LMS) Support

Customer Issue Resolution & De-escalation

Microsoft Office Suite (Word, Excel, Outlook, Teams)

Data Entry & Workflow Coordination

HIPAA & OSHA Compliance

Typing Speed: 55 WPM

Fluent in Haitian Creole, Spanish, and French

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