Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Brandie Taylor

Birmingham,AL

Summary

Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products.

Overview

7
7
years of professional experience
1
1
Certification

Work History

Technical Support

Omni Interactions
11.2021 - Current
  • Resolved different range of technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Researched product and issue resolution tactics to address customer concerns.
  • Promoted to SME Subject Matter Expert to assist follow agents with issue resolution.
  • Achieved recognition for positive customer feedback for resolving issues and customer service.
  • Exceeded client goals of 85% in customer resolution.
  • Documented support interactions for future reference.

Apple Advisor

Kelly Services
03.2021 - 09.2021
  • Offered excellent customer service by actively listening to customers' needs and empathically discussing solutions.
  • Utilized Apple diagnostic tools to identify and solve various technical issues.
  • Installed and configured operating systems and applications.
  • Installed, configured, and maintained computer systems and network connections.
  • Removed malware, ransomware, and other threats from laptops and desktop systems.
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Achieved positive customer feedback for technical support, customer service, and issue resolution.

Tier 1 Technical Support Representative

Telenetwork
07.2016 - 02.2018
  • Diagnosed and troubleshot hardware, software, and network issues.
  • Generated reports to track performance and analyze trends.
  • Collaborated with installation and repair field technicians to complete tickets.
  • Maintained updated daily and hourly status of area outages and repairs.
  • Accomplished activations for VOIP, cable, fiber, and satellite internet.

Education

Clinical Medical Assistant

Calhoun Community College
08.2019

Some College (No Degree) - Pharmacy Technology

Virginia College
Birmingham, AL

Skills

  • Technical Issues Analysis
  • Software Diagnosis
  • Ethernet and Firewall Proficient
  • Configuring Devices
  • Apple IOS
  • Windows 10
  • Mac Systems
  • Issue Troubleshooting
  • Friendly and Patient
  • Mobility Devices
  • Account Updating
  • Customer Communication and Empathy

Certification

  • Certified Google Technical Support Fundamentals

February 2020



Timeline

Technical Support

Omni Interactions
11.2021 - Current

Apple Advisor

Kelly Services
03.2021 - 09.2021

Tier 1 Technical Support Representative

Telenetwork
07.2016 - 02.2018

Clinical Medical Assistant

Calhoun Community College

Some College (No Degree) - Pharmacy Technology

Virginia College

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Brandie Taylor