Salesforce
Cole Davis
Technical Support Representative
Palm City,FL
Summary
Experienced Technical Support Specialist with a robust background in leading support teams and enhancing customer satisfaction through effective troubleshooting and issue resolution. Proven track record in software diagnostics, team leadership, and process improvement. Currently seeking to leverage extensive technical support skills in a dynamic new role.
Overview
11
11
years of professional experience
Work History
Sales Advisor
Best Buy Inc
Brockton, MA
08.2023 - 05.2024
- Provide expert product knowledge and personalized recommendations to customer, ensuring perfect electronics and appliance solutions for their needs.
- Deliver exceptional customer service by actively engaging with customers, addressing inquiries, and resolving any issues to enhance their shopping experience.
- Utilize sales techniques to promote add-on products and services, driving revenue and meeting sales targets.
- Stay updated on latest technology and products to effectively assist customers and contribute to a dynamic and knowledgeable team environment.
Glazier Assistant
The Glass Guru Of Carlsbad
Carlsbad, CA
02.2021 - 01.2022
- Improved project completion times by efficiently transporting materials to work sites.
- Increased efficiency by maintaining an organized workspace, keeping tools easily accessible for faster task completion.
- Loaded and arranged glass and mirrors onto delivery trucks using suction cups to secure materials.
- Measured areas in need of glass installations and identified best product solution for each specific job.
Photographer
Wild Florida
Kenansville, FL
07.2019 - 03.2020
- Offered image proofs to help clients choose best photos from shoot.
- Managed and organized photo database using consistent naming conventions and key-wording for search optimization.
- Collaborated with clients to create engaging photo albums.
- Assisted clients with creative ideas for photography needs.
- Maintained and operated photography equipment to achieve optimal image quality.
- Collaborated with zoo staff to coordinate animal handling and ensure safety during photo sessions.
Barista
Starbucks
St. Cloud, FL
04.2018 - 07.2019
- Supported training efforts for new hires, sharing knowledge of coffee making techniques and customer service standards.
- Restocked display cases with attractive arrangements to promote specialty food items like bagels and muffins.
- Collaborated with management to plan promotional events or seasonal menu items that attracted new clientele.
- Showcased versatility by assisting in other areas of the café as needed, including food preparation or table service when required.
Tier 3 Technical Support Representative
Conga
Orlando, FL
04.2016 - 08.2016
- Engaged proactively with at-risk customers to accurately document and troubleshoot software issues, ensuring timely resolution and high customer satisfaction levels.
- Proficiently used administrative tools to diagnose and troubleshoot customer-reported issues, reducing downtime and optimizing system performance.
- Collaborated directly with customers to optimize the Conga CLM application, offering tailored recommendations for an enhanced user experience.
- Provided comprehensive best practice guidance to empower customers in maximizing the value and efficiency of the Conga CLM application within their workflows.
- Implemented onboarding plan for new hires, facilitating successful integration and accelerating their time to full productivity, resulting in a smoother transition and improved onboarding process
Technical Support Supervisor
Novatus Contract Management
Orlando, FL
09.2013 - 04.2016
- Enhanced customer satisfaction by resolving complex technical issues promptly and efficiently.
- Assisted with updating technical support best practices for use by team.
- Monitored team performance and facilitated the necessary training programs to help maintain a high level of competence among support staff.
- Oversaw the creation of a comprehensive knowledge base, enabling faster access to solutions for common problems faced by customers.
- Managed a team of 8 help-desk professionals to provide efficient workflow and high-quality customer support.
- Created optimized schedules for department employees to maximize productivity and resource allocation
- Facilitated weekly team meetings to promote collaboration, knowledge sharing, and alignment with department goals.
- Conducted software demonstrations and webinars to drive product adoption and customer satisfaction.
- Performed thorough testing of software updates and bug solutions to ensure high-quality standards and user experience.
Food Service Attendant
SeaWorld Aquatica
Orlando, FL
06.2013 - 12.2013
- Demonstrated adaptability by performing a variety of tasks, including taking orders, serving food, and cleaning the dining area.
- Verified prepared food met standards for quality and quantity before serving to customers.
- Implemented creative solutions for addressing challenges faced during busy periods while maintaining top-notch customer experience.
- • Managed cash transactions and operated the point of sale system with precision.
Education
Bachelor of Science - Psychology
Southern New Hampshire University
Hooksett, NH 05.2001 -
Associate of Science - Computer Science And Programming
Valencia Community College
Kissimmee, FL 05.2001 -
High School Diploma -
St. Cloud High School
St. Cloud, FL 05.2001 -
Skills
Application support
Effective Communication
Multitasking Abilities
Adaptability and Flexibility
Software Diagnostics
Application support
Microsoft Windows and Office
Analytical Skills
Attention to Detail
Customer Success Management
Product Troubleshooting
Adobe Creative Cloud
Active Listening
Tracking and Documentation
Windows 10
Network configuration
Desktop support
Remote Technical Support
Excellent Communication
Collaborative Team Player
Accomplishments
- Trained and led technical support teams of more than 8 support specialists.
- Increased number of resolved job tickets by 150% over previous year.
- Successfully expanded the department's size by 200% within the first 12 months of employment, effectively scaling the team to meet growing customer demands.
- Implemented innovative CRM solutions and established best practices, improving efficiency, reducing response times, and enhancing overall customer experience.
Software
Zendesk
Jira
TeamViewer
VMware
Oracle Virtualbox
Timeline
Sales Advisor
Best Buy Inc
08.2023 - 05.2024
Glazier Assistant
The Glass Guru Of Carlsbad
02.2021 - 01.2022
Photographer
Wild Florida
07.2019 - 03.2020
Barista
Starbucks
04.2018 - 07.2019
Tier 3 Technical Support Representative
Conga
04.2016 - 08.2016
Technical Support Supervisor
Novatus Contract Management
09.2013 - 04.2016
Food Service Attendant
SeaWorld Aquatica
06.2013 - 12.2013
Bachelor of Science - Psychology
Southern New Hampshire University
05.2001 -
Associate of Science - Computer Science And Programming
Valencia Community College
05.2001 -
High School Diploma -
St. Cloud High School
05.2001 -