Alexander Strickland

Experienced Customer Support Manager bringing 3 years of quality performance in customer support supervisory roles, as well as 8 years in a technical role. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results. Experienced in troubleshooting computer hardware and software issues in customer-focused and B2B environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems.

COMPTIA A+ Certification

AI and Automation: 2 years experience with custom GPTs for internal use, 2 years with chatbot experience like Zendesk AI and Tidio.

CRM + Support tools: 3 years experience with Zendesk and Zendesk optimization from the admin side, 2 years experience with various CRM platforms such as Salesforce.

Knowledge Base Management: Keeping all articles current and up-to-date, working with software teams to add new articles upon feature release through Zendesk.

Video Troubleshooting: providing detailed, in-depth videos with clear and easy to follow instructions with professional quality, utilizing tools such as Adobe Premiere Pro and Photoshop.

Process Improvement: Creating and improving on existing processes to increase efficiency and quality of life for both my team and the company as a whole. Used Microsoft TSQL, Google Suite, Azure Data Studio, Slack, and various integration programs like Zapier.

Raas/Saas Experience: Experience operating and supporting a SaaS customer support team that works with WebRTC for VOIP connections, as well as hardware utilizing Linux and Android systems.

CompTIA A+ - Expires August 2027

• Built hardware defect reporting database from the ground up to improve interdepartmental communication using Google Sheets, TSQL, Azure Data Studio, and company created software.
• Built Customer Support Feedback processes to review consumer data and make improvements accordingly with Google suite and CSAT systems like SurveyMonkey
• Worked with Sales and Executive teams to help implement over 40 Robots in an education facility
• Worked closely with Product Managers and Executive teams to support and grow a VIP healthcare client into a large fleet of robots.
• Took up leadership in a struggling team of 30 people, providing structure, organization, and motivation, allowing them to move from rank 6000+ to rank 3163 and climbing.