Summary
Overview
Work History
Education
Skills
Timeline
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Arthur Richel

Technical Support Guru
Loris,SC

Summary

Enthusiastic and passionate about Tech and want to share that with other people, whether they are customers/clients or coworkers! While I am experienced in providing support and troubleshooting, I'm always excited to learn new approaches and adapt to new challenges.

Overview

9
9
years of professional experience
2
2
years of post-secondary education

Work History

Regional Cinema Technician

Sonic Equipment Company
01.2024 - 02.2025
  • Regional Technician/IT Admin for Movie theatres across the east coast, providing emergency on-site support for Movie Projectors, sound-equipment, and miscellaneous cinema solutions.
  • Performed preventative maintenance for 15+ movie theaters in my region, travelling anywhere from Florida to New York.
  • Coordinated with theatre owners and managers to solve any issues with in-house equipment or software.
  • Assisted install team with a new build-out, installing projectors, sound equipment, screens, lighting, and seating.
  • Used ticketing system to track work performed for each visit, placed work-orders, parts orders, and billed out customers
  • Submitted expense reports of traveling expenses monthly, and ensured all maintenance tickets were closed promptly.

TECHNICAL SUPPORT REPRESENTATIVE

Horry Telephone Coop
06.2022 - 11.2023
  • Provided support for Residential and Business Internet, Cable TV, Telephone, and In-Home Security Systems
  • Was certified in support for In-Home/Business Security systems, including Cameras, security panels, motion-sensors, glass-break sensors, etc.
  • Received >90% on all QA evaluations and Monthly Supervisor Reviews
  • Configured, programmed and provided support for routers and mesh-networks for residential and business customers.
  • Assisted and collaborated with other team-members via Teams and Slack
  • Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
  • Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
  • Managed challenging customer situations with diplomacy and professionalism, often deescalating negative experiences into positive ones.
  • Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.


BUSINESS TECH SUPPORT (TIER III)

Comcast SMB (Support.com)
06.2019 - 07.2022
  • Support Comcast Business Internet, Phone, and Cable technical issues
  • Setup and customized PBX and VoIP phone systems for clients
  • Team Lead, leading weekly meetings over video calls. Discussed methodology, goals, and team building.
  • Ensured all calls had tickets and appropriate notes
  • Received a 95% or better on all weekly QA call reviews
  • Provided on-call support for escalations

TECHNICAL SUPPORT REPRESENTATIVE

Shentel
02.2017 - 03.2019
  • Assist Residential and Business Customers over the phone with Internet (DSL, Cable, and Fiber), Cable, and Phone Issues
  • Team Member of Focus Group created to improve employee engagement and experience
  • Received a 105% overall KPI or above since first KPI score in May of 2017

PC NETWORK TECHNICIAN

Shenandoah Technology Systems
06.2016 - 02.2017
  • Provided On Location, Remote, and House-Call Technical Assistance for Residential and Business Clients
  • Remote Server Maintenance for large scale Business Clients
  • Designed, deployed, and maintained Networking and Computer solutions
  • Implemented remote monitoring tools to efficiently track system performance and address issues as they arose.
  • Replaced failed hardware in server rack systems, swapping hard disks, power supplies and other field serviceable components.

Education

CERTIFICATE - CISCO NETWORKING & COMPUTER REPAIR

Triplett Tech Vocational School
Mount Jackson, VA
09.2014 - 06.2016

Skills

Troubleshooting

Customer service

De-escalation

Multitasking

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Timeline

Regional Cinema Technician

Sonic Equipment Company
01.2024 - 02.2025

TECHNICAL SUPPORT REPRESENTATIVE

Horry Telephone Coop
06.2022 - 11.2023

BUSINESS TECH SUPPORT (TIER III)

Comcast SMB (Support.com)
06.2019 - 07.2022

TECHNICAL SUPPORT REPRESENTATIVE

Shentel
02.2017 - 03.2019

PC NETWORK TECHNICIAN

Shenandoah Technology Systems
06.2016 - 02.2017

CERTIFICATE - CISCO NETWORKING & COMPUTER REPAIR

Triplett Tech Vocational School
09.2014 - 06.2016

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Arthur RichelTechnical Support Guru