Bisirat Kassaye
San Antonio,TX
Summary
Dynamic technical support specialist with a strong ability to diagnose and resolve complex software and hardware issues. Proven track record of enhancing team collaboration and adapting to evolving demands while consistently driving results. Expertise in troubleshooting, customer service, logistics, and IT infrastructure support is complemented by a reliable and flexible approach. Strong analytical and problem-solving skills ensure the delivery of effective solutions that prioritize user satisfaction in fast-paced, customer-centric environments.
Overview
4
4
years of professional experience
Work History
Tier 2 Technical Support Specialist
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 Diagnosed hardware and software issues using structured troubleshooting methods to resolve problems.
- Documented technical solutions in knowledge management systems for future reference and training.
- Collaborated with team members to share insights and improve support processes.
- Performed technical troubleshooting and diagnosis, software installation and information gathering to keep infrastructure operational.
- Managed over 70 Field Technicians support calls per day.
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.
- Managed over 50 customer calls per day.
Customer Care Representative
Everisepc
Raleigh, NC
06.2022 - 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.
Quality Assurance Analyst
Millennium Print Group
Durham, NC
11.2021 - 05.2022
- Utilized troubleshooting techniques to analyze and resolve software issues effectively.
- Implemented quality assurance processes to enhance overall user experience and satisfaction.
- Executed manual testing procedures to verify functionality across various applications.
- Collaborated with developers to communicate defects and track resolution progress.
- Drove forklifts, pallet jacks and other equipment to move materials.
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
- Remote technical support
- Application support
- Hardware diagnostics
Timeline
Tier 2 Technical Support Specialist
Spectrum
03.2025 - Current
Technical Support Specialist
ADT Security
03.2024 - 01.2025
Customer Care Representative
Everisepc
06.2022 - 12.2023
Quality Assurance Analyst
Millennium Print Group
11.2021 - 05.2022
High School Diploma -
Cresset Christian Academy