Aaron Smith
Mesa,Arizona
Summary
Customer-focused Technical Support Representative brings strong critical thinking and troubleshooting skills to resolve issues and identify root causes. Strong record of success in resolving customer concerns with first call. Leverages phone, email and other technologies to offer remote support to end-users.
Talented computer user support team member with excellent record diagnosing and resolving issues. Knowledgeable in hardware, software, and peripheral devices. Satisfy users with fast, expert service.
Dependable employee seeking opportunity to expand skills and contribute to company success. Considered hardworking, ethical and detail-oriented.
Overview
13
13
years of professional experience
Work History
IT Specialist
Nike - Cognizant
2023.02 - Current
- Maintained Sailpoint IdentityIQ to enable secure identity and access management, handling responsibilities like user provisioning and password management
- Provided ServiceNow support, including incident, problem, and change management, as well as IT service management (ITSM) processes
- Utilized MDI and MDM to manage mobile device policies and configurations, and to secure mobile access to corporate resources
- Utilized VNC and Bomgar to provide remote access and support for systems and applications
- Administered Active Directory to manage user accounts, groups, and permissions, as well as group policy settings
- Managed Workspace One to deploy, configure, and secure endpoints, including desktops, laptops, and mobile devices.
- Recorded customer issues on database to streamline process and fastrack resolutions.
- Maintained detailed records of fulfillment actions and processing of support agreements.
- Participated in training and workshops to enhance skills and acquire resourceful tools.
- Guided calls using excellent communication skills and decisive approach.
- Diagnosed and resolved technical hardware and software issues.
- Accommodated wide-ranging customer experience levels by adjusting technical support strategies.
Client Relations, Regional Sales, Technical Support Specialist
CarsArrive Network
2019.02 - 2023.01
- Responsibilities include problem solving, building consumer and business relationships, accounting, disputes, ticketing, technical support, and sales
- Awarded the Client relations specialist in January 2020, Outstanding customer service award May 2020, August 2021, February 2022
- Accommodated wide-ranging customer experience levels by adjusting technical support strategies.
- Maintained detailed records of fulfillment actions and processing of support agreements.
- Guided calls using excellent communication skills and decisive approach.
- Resolved most calls with first contact and escalated remaining calls to appropriate personnel for swift handling.
Loan processor, Closing coordinator, and Loan Originator assistant
Guaranteed Rate Mortgage
2015.08 - 2019.02
- Responsibilities include reviewing the conditional approval, gathering asset, income, insurance, title, appraisal update documentation from third parties and borrowers, completing the loan process as a closing coordinator verifying all documents are accurate and meet guidelines and scheduling closings with the title company and borrowers
- This job required problem solving, building consumer and business relationships, accounting, disputes, and sales
- Awarded the 2018 Company Customer Service Award.
- Conducted real-time assessment of customer readiness and resource availability to successfully move forward with home loans.
- Received and handled conditions returned from underwriting team.
- Collaborated with loan officers, underwriters, and other team members to ensure smooth workflow.
- Prepared loan packages for submission to underwriting departments.
- Requested additional documentation from applicants as needed to complete loan process.
- Performed quality control checks on completed loan packages prior to submission for final approval.
- Engaged with borrowers to understand needs and answer questions.
- Conducted thorough analysis of applicant's financial information and credit history to determine eligibility for loans.
- Verified documentation provided by clients to support loan requests.
- Reviewed loan applications for accuracy and completeness.
Customer service representative/technical representative
Element Payment Services
2012.10 - 2015.08
- Responsibilities include problem solving, building consumer and business relationships, accounting, disputes, and sales.
- Collaborated with colleagues and co-workers to deliver quality customer experience.
- Anticipated needs and resolved problems to keep customers happy.
- Met personal, team and company goals in customer service environment.
- Documented, researched and resolved customer service issues.
- Handled customer inquiries, payments and service requests.
- Built trusting relationship with customers to better understand needs.
- Analyzed customer feedback to identify trends and suggested improvements for business.
- Escalated issues that could not be resolved independently to supervisors or managers for further assistance.
- Completed administrative tasks such as filing paperwork or organizing digital documents related to customer interactions.
- Addressed and resolved customer concerns and complaints.
Customer service representative/collections
Discover Card
2011.10 - 2012.08
- 30 days past due up to 180 days past due.
- Met personal, team and company goals in customer service environment.
- Collaborated with colleagues and co-workers to deliver quality customer experience.
- Documented, researched and resolved customer service issues.
- Anticipated needs and resolved problems to keep customers happy.
- Managed customer calls efficiently in fast-paced call center environment.
- Handled customer inquiries, payments and service requests.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Managed difficult customer situations with professionalism and empathy.
- Addressed and resolved customer concerns and complaints.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Education
Associate of Applied Science - Computer And Information Sciences
Scottsdale Community College
Scottsdale, Arizona07.2024
High School Diploma -
Saguaro High School
Scottsdale, Arizona05.2007
Skills
- Application support
- System design and deployment
- Debugging
- Troubleshooting
- IT documentation
- Data analysis
- System Upgrades
- Technical support
- Troubleshooting and diagnostics
- Customer Service
- Remote Support
- Problem Solving
Otherconsiderations
Extensive travel throughout United States as a Band Technician/Merchandise Coordinator. Gained knowledge of a wide variety of musical technology. My hobbies include golf, video games, fixing family and friends IT concerns.
Leadershippositions
- Arizona School of Real Estate & Business, Scottsdale, AZ, 20-hour AZ Mortgage Loan Originator Pre-licensed SAFE Comprehensive Course, 10/6/2015, 10/9/2015
- DECA, Scottsdale, AZ, Distributive Education Clubs of America, 08/2005, 05/2007, Participated in weekly meetings and practiced solving business problems in a group situation.
- Saguaro Golf Team, Scottsdale, AZ, Participated in competitive tournaments throughout the valley, 08/2003, 05/2005, Weekly Practices.
Timeline
IT Specialist
Nike - Cognizant
2023.02 - Current
Client Relations, Regional Sales, Technical Support Specialist
CarsArrive Network
2019.02 - 2023.01
Loan processor, Closing coordinator, and Loan Originator assistant
Guaranteed Rate Mortgage
2015.08 - 2019.02
Customer service representative/technical representative
Element Payment Services
2012.10 - 2015.08
Customer service representative/collections
Discover Card
2011.10 - 2012.08
Associate of Applied Science - Computer And Information Sciences
Scottsdale Community College
High School Diploma -
Saguaro High School
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