- Passionate about balancing physical health with mental and emotional wellness
- I'm a jazz/gospel keyboardist which helps improve my creativity, attention to detail, and thinking outside of the box for technical resolutions
Ricky Person
Technical Support Specialist
Alpharetta,GA
Summary
Results-oriented tier 3 technical support specialist committed to team collaboration. Proven track record of resolving complex technical issues and improving system performance. Exceptional problem-solving skills and effective communication with technical and non-technical stakeholders. Seeking a diligent technical support role, leveraging a solid background in tier 3 technical support to drive success in a dynamic environment.
Overview
30
30
years of professional experience
2
2
Certification
Work History
Tax Contact Representative
CENTURY 21/Happy Faces
Atlanta, Georgia
11.2017 - 07.2018
- Informed taxpayers on payment steps and filed returns electronically
- Achieved a 100% quality assurance rating.
- Provided exceptional service by proactively addressing customers'' needs and concerns.
- Improved customer satisfaction by resolving issues efficiently and professionally.
- Conducted thorough research on complex inquiries, delivering informed solutions to customers'' unique challenges.
- Guided customers through troubleshooting processes with patience and understanding, ultimately resolving technical issues quickly and efficiently.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Registration Manager
Fulton County Voter Registration/Happy Faces
Atlanta, Georgia
09.2016 - 07.2018
- Trained team on voting processes and maintained compliance with regulations
- Implemented a simplified voter processing system.
- Ensured compliance with industry regulations, maintaining current knowledge of best practices in event management.
- Coordinated volunteer schedules to ensure adequate staffing levels during peak periods of event activity.
- Managed a team of registration staff, ensuring efficient operations and exceptional customer service.
- Implemented user-friendly online registration platforms that streamlined the sign-up process for attendees.
- Resolved complex issues related to registrations promptly, demonstrating strong problem-solving skills under pressure.
- Maintained a high level of customer satisfaction by addressing attendee inquiries and concerns with professionalism, empathy, and efficiency.
Technical Support Specialist
Innover/Frontier
Alpharetta, Georgia
04.2023 - 09.2024
- Took a leadership role in desktop-level technical support, including onboarding new users and configuring devices
- Delivered technical support for hardware and software issues, secured network firewalls, and managed multiple tasks
- Innovated comprehensive technical support solutions, reducing client downtime by 40%.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Excellent communication skills, both verbal and written.
- Worked well in a team setting, providing support and guidance.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Worked flexible hours across night, weekend, and holiday shifts.
- Managed time efficiently in order to complete all tasks within deadlines.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
Insurance Agent
American Income Life
Atlanta, Georgia
01.2019 - 01.2023
- Certified in Medicare parts A, B, C & D
- Led the team in sales, restructuring the sales team to consistently meet quotas, which heightened sales by 18%.
- Built strong relationships with clients through consistent communication and excellent customer service.
- Responded to customer calls swiftly to resolve issues and answer questions.
- Efficiently managed policy renewals, ensuring timely processing and accurate coverage updates.
- Educated clients on the importance of adequate insurance coverage, fostering trust and loyalty among the existing client base.
- Cross-sold insurance products to existing clients to reach sales targets.
- Provided prompt responses to inquiries from both prospective and existing clients, demonstrating a commitment to exceptional service.
- Facilitated smooth claim processes for clients, ensuring they received prompt and fair settlements.
- Maintained accurate records of all transactions, ensuring compliance with company policies and regulatory requirements.
- Prepared and reviewed insurance applications to verify compliance with regulations.
- Mentored junior agents, sharing industry insights and best practices for success in the field.
- Researched and identified potential new markets.
- Established a solid reputation within the community as a knowledgeable and reliable resource for all things insurance related.
Technical Support Help Desk
Telrite Randstad
Alpharetta, Georgia
07.2022 - 10.2022
- Outperformed corporate competition in documenting and ticketing information
- Troubleshot Apple and Android devices, reconciling 96.5% of all tickets.
- Improved customer satisfaction by efficiently resolving technical issues and providing timely support.
- Troubleshot networking issues including connectivity problems, slow speeds, or complete outages effectively restoring service functionality promptly.
- Resolved 31-50 technical support inquiries per day.
- Documented support interactions for future reference.
- Escalated critical incidents requiring specialized expertise to appropriate departments, facilitating swift resolutions.
- Provided remote support for a wide range of software and hardware issues, maintaining strong customer relationships.
- Collaborated with cross-functional teams for complex problem-solving, leading to improved operational efficiency.
- Provided high-level technical support by resolving inquiries by phone, e-mail and web consistent with department and team service levels and goals.
- Walked individuals through basic troubleshooting tasks.
- Managed high-volume ticket queues while maintaining exceptional levels of customer service and satisfaction.
- Documented all client interactions thoroughly in the incident management system, allowing for efficient tracking of recurring issues and trends.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Achieved high first-call resolution rates through diligent troubleshooting efforts and comprehensive product understanding.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Used ticketing systems to manage and process support actions and requests.
- Researched and identified solutions to technical problems.
- Patched software and installed new versions to eliminate security problems and protect data.
- Installed, configured and maintained computer systems and network connections.
Help Desk Specialist
Cricket Wireless Insight Global
Alpharetta, Georgia
03.2021 - 06.2022
- Systematized network infrastructure support for customers
- Achieved a 95-100% Quality Assurance score and slashed remote troubleshooting times by 30%.
- Logged activities in tracking system to maintain accurate, timely records.
- Walked user through series of steps to determine problem and implement likely solution.
- Installed new desktop systems and migrated data to new machines.
- Installed and configured operating systems and applications.
- Assessed client needs through thorough questioning techniques before initiating troubleshooting procedures or escalating issues further up the chain of command.
- Assisted in the development of a comprehensive knowledge base, reducing resolution times for common issues.
- Maintained detailed records of customer interactions, ensuring accurate documentation and followup.
- Patched software and installed new versions to eliminate security problems and protect data.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Responded to customer inquiries and provided technical assistance over phone and in person.
Customer Service Team Lead
Tru-Green Lawn Care
Atlanta, Georgia
06.2020 - 03.2021
- Upsold lawn care plans and educated customers on services
- Completed over 100 calls per day with a retention rate of 21%.
- Supported representatives in navigating difficult interactions with customers, offering guidance on appropriate de-escalation techniques when needed.
- Coached new team members on service techniques and provided scoring through quality assurance program.
- Addressed escalated customer concerns promptly, ensuring satisfactory resolutions while preserving long-term relationships.
- Escalated issues to proper supervisors when standard processes were not effective.
- Evaluated representative performance regularly, offering constructive feedback and implementing targeted improvement plans as necessary.
- Served as a resource for representatives, answering questions and providing guidance on best practices in addressing specific customer concerns.
- Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
- Increased first call resolution rates by developing comprehensive troubleshooting guides for representatives'' use.
- Trained and supervised team of customer service representatives in providing quality service to customers.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Effectively allocated tasks during high-traffic times to keep operations running smoothly and employees focused.
- Educated staff on strategies for handling difficult customers and challenging situations.
Release Of Information Specialist
Change Healthcare/Remx
Atlanta , GA
01.2019 - 05.2020
- Compiled Protected Health Information for subpoenas and patient requests
- Ensured compliance with HIPAA and maintained a 95% Quality Assurance average.
- Reduced errors in released records by thoroughly reviewing documentation before submission.
- Maintained historical reference by abstracting and coding clinical data such as diseases, operations procedures and therapies.
- Maintained up-to-date knowledge on industry regulations and best practices, ensuring proper adherence within the organization.
- Developed strong relationships with external clients, enhancing collaboration on complex cases requiring comprehensive record releases.
- Resolved medical record discrepancies by collecting and analyzing information.
- Date stamped requests and highlighted pertinent data to facilitate processing.
- Coordinated patient information flow through caregivers, insurance companies, billing departments and patients.
- Facilitated communication between medical providers, patients, and legal teams to ensure accurate and timely release of information.
- Increased customer satisfaction levels through prompt responses to inquiries and effective resolution of concerns.
Marketing and Corporate Relations Director
Woods Memorial Baptist Church
Atlanta, Georgia
03.1995 - 07.2017
- Maximized marketing ROI and accelerated revenue growth
- Increased membership of choirs and secured corporate sponsorships.
- Managed cross-functional teams, ensuring successful project delivery within budget and timeline constraints.
- Spearheaded public relations efforts, securing positive media coverage and enhancing company reputation.
- Implemented innovative digital marketing strategies for enhanced online presence and customer engagement.
- Optimized marketing budgets, achieving cost savings while maintaining high-quality promotional efforts.
- Organized successful corporate events that fostered networking opportunities and drove business development.
- Strengthened corporate partnerships through effective relationship management and collaboration on joint initiatives.
- Negotiated contracts with vendors, ensuring favorable terms aligned with organizational objectives and budgets.
- Increased brand awareness by developing and executing strategic marketing campaigns.
- Mentored junior staff members, fostering a collaborative work environment conducive to professional growth.
- Cultivated strong relationships with key industry influencers for mutually beneficial collaborations.
Education
High School Diploma -
Grover Cleveland High School
Ridgewood, NY06.1978
Skills
- Product Support
- Technical Troubleshooting
- Remote IT Implementation
- Remote Support
- Incident Management
- Application installations
- Hardware upgrades
- Zendesk
- Single Sign-On (SSO)
- Remote Troubleshooting
- Multi-Factor Authentication
- Problem Solving
- Network configuration
Certification
- ServiceNow Certified System Administrator – ServiceNow.
- Microsoft Certified, Windows 10 (MD-100) - Microsoft.
- Apple Certified Support Professional (ACSP) - Apple.
Interests
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Affiliations
- Chickamauga Masonic Lodge No. 221
- Gospel Music Workshop of America Inc Atlanta Chapter
Work Preference
Work Type
Full TimeQuote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Software
Active Directory
SolarWind
Service Now
Timeline
Technical Support Specialist
Innover/Frontier
04.2023 - 09.2024
Technical Support Help Desk
Telrite Randstad
07.2022 - 10.2022
Help Desk Specialist
Cricket Wireless Insight Global
03.2021 - 06.2022
Customer Service Team Lead
Tru-Green Lawn Care
06.2020 - 03.2021
Insurance Agent
American Income Life
01.2019 - 01.2023
Release Of Information Specialist
Change Healthcare/Remx
01.2019 - 05.2020
Tax Contact Representative
CENTURY 21/Happy Faces
11.2017 - 07.2018
Registration Manager
Fulton County Voter Registration/Happy Faces
09.2016 - 07.2018
Marketing and Corporate Relations Director
Woods Memorial Baptist Church
03.1995 - 07.2017
High School Diploma -
Grover Cleveland High School
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