Bisirat Kassaye
San Antonio
Summary
Detail-oriented technical support specialist with strong troubleshooting skills. Proven track record in resolving complex hardware issues and enhancing customer satisfaction through effective communication and problem-solving.
Versatile and adaptable individual with a solid background in IT support. Known for strong problem-solving abilities and collaboration, driving effective solutions to technical challenges while enhancing customer satisfaction.
Overview
4
4
years of professional experience
Work History
National Field Support
Spectrum
San Antonio, TX
03.2025 - Current
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Used critical thinking to break down problems, evaluate solutions, and make decisions.
- Identified issues, analyzed information, and provided solutions to problems.
- Versatile professional with strong problem-solving skills and history of adapting to diverse challenges. Applies innovative solutions and technical expertise to deliver exceptional results. Committed to streamlining processes and advancing organizational objectives.
- Collaborated with team members to identify recurring system issues and implement solutions
Technical Support Specialist
ADT Security
San Antonio, TX
03.2024 - 01.2025
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Educated customers on product features, enhancing user experience and satisfaction.
- Assisted customers in troubleshooting problems with account access and device setup.
- Provided technical support for software and hardware issues via phone and email.
Customer Care Representative
Everisepc
Raleigh, NC
12.2021 - 12.2023
- Resolved customer inquiries through phone, email, and chat channels.
- Collaborated with team members to streamline support processes and improve response times.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed high call volume with exceptional professionalism and efficiency.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
Education
High School Diploma -
Cresset Christian Academy
Durham, NC06-2019
Skills
- Troubleshooting network hardware
- Hardware troubleshooting
- Network configuration
- Understanding fiber optics and cabling
- IT support
- Technical support
- Active listening
- Detail-oriented
- Team player
- Strong interest in learning
- Time management skills
- Customer service
- Critical thinking
- Data entry
Timeline
National Field Support
Spectrum
03.2025 - Current
Technical Support Specialist
ADT Security
03.2024 - 01.2025
Customer Care Representative
Everisepc
12.2021 - 12.2023
High School Diploma -
Cresset Christian Academy