Andrew Brooks

Morristown,TN

Summary

Solution-focused Tier 3 Technical Support Representative known for high productivity and efficient task completion. Specialize in complex problem-solving, advanced technical troubleshooting, and customer communication management. Excel in conflict resolution, active listening, and adaptability to rapidly changing technology environments. Committed to enhancing user satisfaction and driving continuous improvement in support services. Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.

Overview

years of professional experience

Work History

Tier 3 Technical Support Representative

Foundever

Morristown, TN

10.2019 - Current

Investigated incidents and coordinated cross-departmental efforts for prompt resolutions.
Delivered exceptional customer service, achieving high levels of satisfaction.
Developed strong relationships with customers through proactive engagement.
Maintained professionalism while managing challenging customer concerns.
Resolved complex issues by collaborating with various departments to meet customer needs.
Provided accurate product and service information to improve customer understanding.
Streamlined customer service processes using innovative methods for enhanced efficiency.
Assisted customers with selection, orders, billing, returns, and technical support.
Responded quickly to escalated calls from Tier 1 and 2 Technical Support staff members.

Landscaping Crew Leader

Daysprings

Talbott, TN

02.2017 - 09.2019

Supervised the loading, unloading of trucks with supplies, equipment necessary for jobs.
Conducted regular meetings with crew members to discuss goals and objectives.
Organized daily tasks and assignments among crew members based on their skillsets.
Trained new employees in safety procedures and policies related to the job.
Created detailed estimates of labor costs associated with each project.
Responded promptly to customer inquiries and complaints regarding landscaping services.

Technical Team Member

Team Technologies

Morristown, TN

06.2014 - 05.2016

Executed system tests to ensure quality assurance of products.
Collaborated closely with other teams to ensure successful project completion.

Education

High School Diploma -

Morristown Hamblen High West

Morristown

05-2014

Skills

Incident investigation and network troubleshooting
Technical documentation and software support
Customer service and product knowledge
Team collaboration and time management
Conflict resolution

Communication skills
Critical thinking
Effective communication
Customer support

References

Jordan Stapleton (Previous T2 Team Lead) - (423)438-8072
Taylor Skeens (T3 Triage Project Manager) - (276) 254-9276

Timeline