Bisirat Kassaye
San Angelo,TX
Summary
Detail-oriented Technical Support Specialist experienced in resolving complex hardware issues and enhancing customer satisfaction through effective communication and problem-solving. Delivered effective solutions to technical challenges while driving customer satisfaction and retention, leveraging a solid background in IT support and customer sales to consistently exceed sales targets.
Overview
5
5
years of professional experience
Work History
National Field Support
Spectrum
San Antonio, TX
03.2025 - 08.2026
- 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 effective solutions to enhance system reliability.
- Utilized strong problem-solving skills and adaptability to address diverse challenges, applying innovative solutions and technical expertise to support organizational objectives.
- Collaborated with team members to identify recurring system issues and implemented targeted solutions, improving overall system stability.
- Managed customer inquiries and resolved issues through effective communication strategies.
- Developed and maintained strong client relationships to enhance customer loyalty.
- Analyzed customer feedback to identify trends and recommend product improvements.
Technical Support Specialist
ADT Security
San Antonio, TX
03.2024 - 01.2025
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Educated customers on product features, improving user experience and increasing satisfaction.
- Assisted customers in troubleshooting account access and device setup issues, ensuring quick resolution.
- Delivered technical support for software and hardware issues via phone and email, resolving inquiries efficiently.
Customer Care Representative
Everisepc
Raleigh, NC
12.2021 - 12.2023
- Managed high call volume with exceptional professionalism and efficiency.
- Resolved customer inquiries through phone, email, and chat channels.
- Assisted large volume of customers daily, maintaining positive attitude and prioritizing customer satisfaction.
- Handled high call volume while demonstrating professionalism and efficiency.
- Addressed customer needs through effective service and timely problem-solving.
- Collaborated with team members to streamline support processes and improve response times.
Education
High School Diploma -
Cresset Christian Academy
Durham, NC06-2019
Skills
- IT support
- Troubleshooting network hardware
- Hardware troubleshooting
- Network configuration
- Fiber optics knowledge
- Active listening techniques
- Attention to detail
- Collaborative teamwork
- Continuous learning
- Time management
- Customer support
- Strong interest in learning
- Data management
- Upselling
Timeline
National Field Support
Spectrum
03.2025 - 08.2026
Technical Support Specialist
ADT Security
03.2024 - 01.2025
Customer Care Representative
Everisepc
12.2021 - 12.2023
High School Diploma -
Cresset Christian Academy