Benjamin Smith
Summerfield,United States
Summary
Technical support professional with extensive experience in diagnosing and resolving complex technical issues. Known for achieving high customer satisfaction through effective problem-solving. Reliable team player with and strong technical troubleshooting skills. Looking to focus and build upon a customer based veterinary environment.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Tier 2 Technical Support Representative
Covetrus
04.2024 - Current
- Increased first-call resolution rates, implementing thorough diagnostic methods and tools.
- Reduced chat / call handling time by developing a comprehensive database of common troubleshooting steps.
- Delivered remote assistance for software installation, hardware configuration, network setups, and device troubleshooting tasks.
- Achieved high levels of customer satisfaction through empathetic listening and timely follow-ups on escalated cases.
- Used SQL for database searching and analysis.
Tier 1 Technical Support Representative
Covetrus
03.2022 - 04.2024
- Conducted comprehensive diagnostic tests to pinpoint underlying causes of reported issues.
- Reduced chat / call resolution time by effectively troubleshooting software and hardware problems.
- Managed multiple priorities simultaneously while maintaining focus on delivering exceptional customer service.
- Enhanced customer satisfaction by efficiently resolving technical issues and providing clear explanations.
Veterinary Assistant
After Hours Veterinary Emergency Clinic
03.2016 - 03.2022
- Assisted in the administration of medications, vaccinations, and treatments as prescribed by the veterinarian.
- Enhanced patient care by assisting veterinarians with examinations, surgeries, and diagnostic procedures.
- Improved client relations through effective communication and education on pet health needs.
- Supported veterinary team in diagnostic imaging procedures such as radiographs and ultrasounds for accurate diagnoses.
- Assisted in emergency situations effectively providing first aid or life-saving measures under veterinarian supervision.
Software Trainer
IDEXX
08.2015 - 11.2015
- Prepared and delivered instructor-led training sessions for virtual product suite.
- Coordinated software conversion and implementation processes for company customers.
- Installed hardware, software and digital components for customers.
- Increased client satisfaction by resolving technical issues promptly during training events.
- Developed customized training materials for diverse audiences, enabling efficient learning of software applications.
Veterinary Assistant
Porters Neck Veterinary Hospital
03.2003 - 07.2015
- Positioned animals for diagnostic imaging such as x-rays and scans.
- Assisted in the administration of medications, vaccinations, and treatments as prescribed by the veterinarian.
- Enhanced patient care by assisting veterinarians with examinations, surgeries, and diagnostic procedures.
- Provided compassionate care for animals during treatment and recovery from illnesses or injuries.
- Ensured accuracy of medical records by diligently documenting all relevant information for each patient visit.
Education
Computer Engineering -
Caldwell Community College And Technical Institute
Boone, NC05.2002
Computer Engineering
Cape Fear Community College
Wilmington, NC05.2001
Skills
- Remote Support
- Problem Resolution
- Software Installation
- Communication
- Remote Technical Support
- Client Relations
- Customer Service
- On-Site Technical Support
- Attention to Detail
Certification
CompTIA A+, Cape Fear Community College
Timeline
Tier 2 Technical Support Representative
Covetrus
04.2024 - Current
Tier 1 Technical Support Representative
Covetrus
03.2022 - 04.2024
Veterinary Assistant
After Hours Veterinary Emergency Clinic
03.2016 - 03.2022
Software Trainer
IDEXX
08.2015 - 11.2015
Veterinary Assistant
Porters Neck Veterinary Hospital
03.2003 - 07.2015
Computer Engineering -
Caldwell Community College And Technical Institute
Computer Engineering
Cape Fear Community College
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