ALEX DEEMER
Olyphant,Pennsylvania
Summary
Results-oriented writing professional with experience preparing concise and accurate technical documents. Expert at delivering high-quality work within tight deadlines. Talented individual collaborates with cross-functional teams for accuracy and clarity of technical content.
Overview
9
9
years of professional experience
Work History
User Support Specialist
Lackawanna Community College
08.2021 - 05.2023
- Provide 1st & 2nd level technical support for the college
- Community, responding promptly to all support requests,
- Calls, voicemails, and emails to help resolve hardware
- And software problems based on departmental policy
- And procedures.
- Responsible for taking ownership of user problems and
- Provide professional customer service
- Log all calls in support logging systems Zendesk and Service Now
- Providing necessary training and advice and escalating Complex issues to 2nd level support when required.
- Support users use of computer equipment by troubleshooting and repairing desktop computer hardware and software as needed
- Perform basic level diagnosis and repair of telephone and network cabling.
- Enforce college policies regarding software copyright and computer use.
- Provide technical solutions for administrative and
- Contributes development of documentation resources.
- Off-hour duties and responsibilities as assigned.
- Rotational on-call support outside of working hours.
Technical Support System Admin
Precision Software Innovations
08.2020 - 08.2021
- Improved customer satisfaction by efficiently diagnosing and resolving technical issues.
- Provided exceptional technical support for software and hardware, resulting in reduced downtime for clients.
- Increased efficiency with comprehensive knowledge of company products and services, allowing for quick issue resolution.
- Enabled seamless software updates by guiding users through installation processes step-by-step over phone or email communications effectively.
- Established a strong rapport with clients, leading to increased referrals and repeat business due to exceptional technical support services.
- Assisted clients remotely using remote desktop tools, expediting the troubleshooting process significantly.
- Monitored systems in operation and quickly troubleshot errors.
Knowledge Content Specialist
C3I Solutions
08.2017 - 04.2019
- Review, Edit , and Manage Knowledge Base within the
Remedy and ServiceNow Admin Systems. - Work directly with 2nd and 3 tier support to hand
additional requests such as editing templates and
Knowledge Base Articles within the Remedy System. - Onboard Training for Global New Hires - Editing and
updating Global New Hire T raining Materials such as
training videos, Documents, and Power Point Slide
Decks. - Managing Knowledge Catalog within ServiceNow with
Incident Tracking - Enhanced all Internal and External Training & Knowledge
Documentation for all employees
Support Analyst I
C3I Solutions
08.2016 - 10.2018
- Confers with internal and/or external customers to provide information about products and/or services such as processing customer requests, orders, canceling accounts or obtaining details of complaints over the phone, by email, live chat, social media, or other method of communication
- Resolves customer questions and concerns effectively and efficiently by actively listening, communicating clearly and concisely, and assuring customer understanding
- Ensures customer satisfaction and loyalty by consulting with customers, assisting customers, and resolving a wide variety of customer requests, inquiries, and complaints
- Documents customer interactions and transactions, recording details of inquiries, complaints, comments, and actions taken, to include Adverse Events
- Provides prompt and accurate service to promote customer loyalty for the client
- Obtains and examines all relevant information to assess validity of complaints and to determine possible causes
- May make outbound calls related to the product or service, and/or in follow-up to a customer inquiry
- Resolves escalated contacts appropriately
- Processes promotions, rewards, and loyalty referrals in interaction with consumers
- Acts as the liaison with the social media representatives and agency partners for social media escalations
- Handles contacts via multiple channels and/or brands.
User Specialist
TMG Health
06.2014 - 02.2015
- Responsible for delivery of electronically ordered parts
- Responsible for Customer Satisfaction with great Speed and customer service
- Maintenance of Daily Numbers and Sales Responsible for Stock and Incoming Truck Inventory Kelly Services/TMG Health Trained in TMGCall, Facets, RX claims, Marx and other TMG programs
- Responsible for Answering Questions based on caller inquiry Responsible for Call Handling Times Responsible for Customer Satisfaction.
Education
Bachelor of Arts - Creative Writing
Full Sail University
Winter Park, FL11.2024
Skills
- Active Directory
- Adobe Suit
- Microsoft Office Suit/365
- Networking
- ServiceNow
- Organized
- Flexible
- Reliable
- Planning
- Verbal communication
- Analytical thinking
- Task Prioritization
- Problem-solving
- Performing software, hardware, and network operations
- Motivation
- Collaboration
- Training
- Hardware knowledge
- System Administration
- Technical documentation development
- Hardware and Software Repair
- Hardware and Software Configuration
- Issue and Resolution Tracking
- Data Recovery
- Workforce Planning
- Technical Documentation
- InDesign
- Instruction writing
- Creative Cloud
- Technical research
- Effective writing
- Content optimization
- Proposal Writing
- Editing
- Editing and proofreading
- SEO best practices
- Software Documentation
- Web Content Management
- Documentation Protocol Design
- Subject matter expertise
Timeline
User Support Specialist
Lackawanna Community College
08.2021 - 05.2023
Technical Support System Admin
Precision Software Innovations
08.2020 - 08.2021
Knowledge Content Specialist
C3I Solutions
08.2017 - 04.2019
Support Analyst I
C3I Solutions
08.2016 - 10.2018
User Specialist
TMG Health
06.2014 - 02.2015
Bachelor of Arts - Creative Writing
Full Sail University
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