Customer Service & Technical Support Specialist
Resume:
Professional Summary
Technical Skills
Professional Experience
Education
Franckil Viard
Tampa, FL 33613
***************@*****.***
Seasoned and adaptable Customer Service and Technical Support Specialist with over a decade of experience in high-volume environments across the healthcare and technology sectors. Proven ability to resolve complex issues, manage technical troubleshooting remotely, and enhance customer satisfaction. Known for a strong work ethic, attention to detail, and commitment to professional excellence. Demonstrates exceptional interpersonal skills, critical thinking, and the ability to thrive in fast-paced, customer-centric roles.
• Microsoft Office Suite
• Remote Access Software
• VPN
• Google Suite
• Mac OS
• Windows OS
• Active Directory
• CRM Platforms
• Help Desk Tools
• Customer Service Skills
• Conflict Resolution
• De-escalation
• Empathetic Communication
CGS March 2022 to June 2026
Technical Support Specialist (Toshiba Laptops)
GA
Delivered expert remote technical support for Toshiba laptops, resolving hardware, software, and OS issues.
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Troubleshooting boot failures, overheating, display malfunctions, battery performance, and driver conflicts.
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• Guided customers through BIOS configuration, driver updates, recovery procedures, and system resets.
• Assessed support eligibility for remote fixes or escalated repairs, replacements, or returns.
• Provided warranty and maintenance education to customers, improving device longevity.
• Maintained meticulous CRM documentation, and collaborated with service centers and logistics teams. HIREGY March 2020 to February 2022
Customer Service Representative (Healthcare)
USA
Responded to high volumes of inbound calls from members regarding insurance claims, vision, dental, and medical benefits.
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• Scheduled transportation for medical appointments and reissued ID cards.
• Assisted customers in locating in-network healthcare providers.
• Maintained comprehensive and accurate records of all interactions and resolutions. Everise July 2019 to January 2020
Customer Care Representative Part time
• Delivered customer support for service-related inquiries, billing issues, and past-due accounts.
• Ensured high satisfaction by resolving complaints efficiently and with empathy.
• Handled technical support requests for e-readers and mobile applications.
• Assisted in drafting and revising support documentation, policies, and FAQs. UNIVERSITY OF ALABAMA AT BIRMINGHAM August 2020
Certifications
Additional Information
Bachelor of Science: Biology
Birmingham, AL
• Engaged in hands-on research and experiential learning
• Completed foundational courses in College Algebra, Pre-Calculus…etc ALABAMA STATE UNIVERSITY May 2018
Associate Degree: Biology, Music Technology
Montgomery, AL
Developed versatility, creativity, and interdisciplinary thinking A.R. JOHNSON MAGNET SCHOOL May 2014
High School Diploma
Augusta, GA
• Graduated in the top 40 of the class
• Excelled in rigorous coursework and extracurricular activities
• Received scholarships for academic achievements and leadership qualities Certified EKG & Nursing Assistant, Augusta, GA, 12/01/12, 09/30/16, Provided medical support and care in healthcare settings at Georgia War Veteran Home and Medical College of GA, Monitored vital signs and conducted EKG tests
Fluent in French, Professional and detail-oriented, Thrive in high-pressure, multitasking environments
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