Alex Haughney
Parsippany,NJ
Summary
Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems. Seeking new position with a positive work environment and career advancement opportunity.
Or
Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience. Seeking new position with a positive work environment and career advancement opportunity.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Tier 2 Technical Support Specialist
Reachout IT (Formerly IND Corporation)
08.2014 - Current
- Enhanced customer satisfaction by resolving complex technical issues and providing efficient solutions.
- Exceeded departmental targets in terms of resolved cases per month continuously throughout tenure as a Tier 2 Technical Support Specialist.
- Developed comprehensive documentation for frequently encountered issues to facilitate faster resolutions.
- Managed escalated support tickets, ensuring timely responses and effective problem-solving strategies.
- Delivered exceptional customer service while addressing user inquiries via phone, email, or live chat channels promptly.
- Served as a resource to Tier 1 support technicians, providing guidance and advice on complex issues to ensure seamless escalation of cases when needed.
- Assessed technical complexity of tickets to escalate to Tier 3 team.
- Streamlined troubleshooting processes for quicker issue resolution and improved customer experience.
- Improved team collaboration by sharing technical knowledge and assisting colleagues with challenging cases.
- Boosted client retention by consistently delivering exceptional Tier 2 technical support services.
Assistant Manager/Full-Time Associate
RadioShack
04.2010 - 02.2014
- Assisted customers troubleshoot and solve electronic issues.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Increased sales through effective merchandising strategies and targeted promotions.
Education
High School Diploma -
North Hunterdon High School
Annandale, NJNo Degree - Information Sysstems And Technology
Raritan Community College
Somerville, NJNo Degree - Computer Networking And Information Security
Champlain College
Burlington, VTSkills
- Hardware Installation
- Network Configuration
- System Administration
- Software Installation
- Hardware Diagnostics
- Remote Desktop Support
- Application Support
- Customer Support
- Incoming Call Management
- Report Preparation
- Technical Troubleshooting
- Collaborative Team Player
- On-Site Technical Support
- Product Reliability
- Remote Technical Support
- Advanced Troubleshooting
Certification
- Sonicwall Network Security Basic Administration
- Datto Technical Specialist II
- Administering Windows Server 2012
Sonicwall Network Secruity Basic Administration
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Timeline
Tier 2 Technical Support Specialist
Reachout IT (Formerly IND Corporation)
08.2014 - Current
Assistant Manager/Full-Time Associate
RadioShack
04.2010 - 02.2014
High School Diploma -
North Hunterdon High School
No Degree - Information Sysstems And Technology
Raritan Community College
No Degree - Computer Networking And Information Security
Champlain College