Christopher Heren

• Assisted with updating technical support best practices for use by team.
• Provided high-level technical support by resolving inquiries by phone, e-mail and web consistent with department and team service levels and goals.
• Researched product and issue resolution tactics to address customer concerns.
• Promoted efficiency among departments with prompt resolution of system issues.
• Developed and tested new product offerings prior to release to assist development team in bug identification.
• Responded promptly to incoming sales leads and requests for technical support.
• Used ticketing systems to manage and process support actions and requests.
• Translated complex technical issues into digestible language for non-technical users.
• Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
• Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
• Explained security measures in simple terminology to help users understand malware and phishing threats.
• Assisted customers in identifying issues and explained solutions to restore service and functionality.
• Explained technical information in clear terms to non-technical individuals to promote better understanding.
• Suggested software and hardware modifications to reduce lag time and improve overall speed.
• Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
• Recorded and maintained relevant notes for each client and work order.
• Collaborated with supervisors to escalate and address customer inquiries or technical issues.
• Identified potential sales and cross-selling opportunities and informed supervisor.
• Walked individuals through basic troubleshooting tasks.
• Maintained company field response vehicle stocked with repair and replacement parts valued over $40.000+.

• Improved overall user experience through support, training, troubleshooting, improvements and communication of system changes.
• Provided simultaneous analytical duties for 400+ online assets.
• Utilized source code control for tracking configurations and changes.
• Documented support procedures, processes and solutions in centralized systems, enabling user self-service.
• Studied monthly reports, discerning usage trends and usability obstacles to maximize prioritization of efforts within future updates.
• Monitored network hardware operations to evaluate proper configuration.
• Reviewed marketing and promotional communications for quality assurance and compliance issues.
• Provided faculty and staff with security software and network configuration support.
• Monitored regulatory compliance with industry standards and legal guidelines.
• Reviewed user feedback and customer support tickets to identify pain points within public user base.
• Investigated and corrected problems with printers, copiers and other peripheral devices.
• Presented usage findings to third-party service vendors, suggesting improvements to better handle usage fluctuations.
• Designed and evaluated WAN and LAN connectivity technologies.
• Diagnosed and executed resolution for network and server issues.
• Performed network security design and integration duties.
• Maintained record of updates and applied fixes for online assets.
• Set up hardware and software in optimal configurations to meet network performance requirements.

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