Summary
Overview
Work History
Education
Skills
Timeline
Generic

Autumn Barfield

Round Rock

Summary

Goal oriented and enthusiastic individual with more than 15 years experience in customer service, 7 years of call center experience alone. Constantly seeking to improve and hone in on acquired skills, ability to de-escalate the toughest of calls, adhere to call metrics and quality, being self sufficient and utilizing resources, having a positive attitude and maintaining professionalism contributes to personal growth and adds to eagerness to climb the corporate ladder of success. Willing to relocate: Anywhere

Overview

6
6
years of professional experience

Work History

Product Support Technician

Insight Global
01.2025 - Current
  • Regularly assists home depot associates with their accounts by unlocking their profile and performing password resets
  • Remotes into home depot associates computers to assist with installing software programs
  • Walks employees through process of setting up microsoft tokens on personal devices in order to access microsoft related products
  • Troubleshoots a variety of different issues such as no internet connection, not being able to connect to vpn, slow/lagging computer performance, and/or not enough storage on PC
  • Adheres to and follows all authentications policies and call flow procedures
  • Documents all info relevant to the call and creates an intake ticket for tracking purposes
  • Offers self service solutions to the callers as well as branding each call
  • Engages with members of team chat for questions and answers

business technical support/mobile activation

Charter Spectrum
12.2018 - 08.2024
  • In depth knowledge of products and services
  • Reviewed billing statements and answered billing related inquiries
  • Performed complex order entry tasks/upgrades and downgrades of customers services
  • Diagnosed root cause of customer issue to resolve problem and provide next steps/self help options
  • Scheduled and dispatched local technicians to resolve on site issues
  • Collected payments and broke down monthly invoices and charges
  • Activated mobile phones, tablets, and smart watches for customers
  • Ported telephone numbers from other carriers and assigned native numbers to cellular devices

Education

Associate of Arts - Sign Language Interpretation

Austin Community College
Austin, TX
05.2014

Skills

  • Active Directory
  • Windows
  • Software troubleshooting
  • Customer service
  • IT support
  • Technical support

Timeline

Product Support Technician

Insight Global
01.2025 - Current

business technical support/mobile activation

Charter Spectrum
12.2018 - 08.2024

Associate of Arts - Sign Language Interpretation

Austin Community College
Autumn Barfield