Bridget "Bri" Stein
Caddo Mills,TX
Summary
Senior-level technical support engineer with extensive experience in providing advanced technical assistance for complex software and hardware issues. Achieved a 95% resolution rate for client issues in an average of 30 minutes, helping to boost customer satisfaction by 20%. Developed training materials that enhanced team skills and reduced resolution time by 15%. Expertise in problem diagnosis, customer service, and collaboration with development teams, driving continuous improvement and operational efficiency for the organization.
Technical support professional with deep expertise in managing and resolving complex technical issues. Known for improving system reliability and customer satisfaction through effective troubleshooting and proactive problem-solving. Strong focus on team collaboration and adaptability to evolving challenges, ensuring reliable support and innovative solutions.
Overview
15
15
years of professional experience
Work History
Technical Support Engineer 3
Twilio, Inc
San Francisco, CA
08.2021 - 08.2024
- Provided advanced technical support for complex software and hardware issues, serving as the primary point of contact for escalation cases and ensuring swift resolution for high-priority customers.
- Diagnosed and resolved 95% of client issues in an average of 30 minutes, which significantly improved customer satisfaction scores by 20% over six months.
- Developed comprehensive training materials and conducted workshops for team members, enhancing the team's technical skills and reducing the average time to resolution by 15%.
- Collaborated with the product development team to identify recurring issues, which led to actionable feedback and the implementation of software updates that decreased ticket volume by 25%.
- Resolved technical issues related to Twilio's communication APIs, ensuring minimal downtime for clients.
- Collaborated with cross-functional teams to enhance troubleshooting processes and improve customer satisfaction.
Senior Desktop Support Analyst
Compucom, Inc.
Dallas
10.2009 - 02.2021
- Resolved over 300 technical support tickets monthly, which significantly improved user satisfaction scores and reduced downtime for employees.
- Implemented a new remote support tool that streamlined troubleshooting processes, helping the team resolve issues 25% faster than before.
- Conducted training sessions for end-users on software and hardware best practices, which empowered employees to solve common issues independently and enhanced overall productivity.
- Collaborated with cross-functional teams to upgrade infrastructure, resulting in a more robust network that supported a 40% increase in users without any performance degradation.
- Provided technical support for hardware and software issues, enhancing user satisfaction.
- Diagnosed and resolved system malfunctions, ensuring minimal downtime for end-users.
Education
Bachelor of Arts - Foreign Languages & Linguistics
University of Houston
Houston, United States12-2008
Skills
- Technical Troubleshooting
- Training Material Development
- Advanced Technical Support
- Software Update Implementation
- Software and Hardware Diagnostics
- Mentoring/Training
- Project Management
- Windows OS
- MAC OSX
- Mobile Device Management (OKTA, Intune)
- Google Suite
- LAN and WAN setup and administration
- Active Directory
- Linux/Unix
- Cloud Administration (Azure, Google)
- Telephony (Cisco, Avaya)
- Java
- Python
- SCCM
- SQL
- Office 365
- Network Protocols (TCP/IP, DNS, SMTP, SSH, Telnet, FTP)
- Powershell
- Time Management
- Adaptability
- Support (up to C-suite level)
- Teamwork
- Critical Thinking
- Leadership
- Customer Service
- Problem-Solving
- Communication Skills
- Customer Focus
- Team Collaboration
- Initiative
Accomplishments
- Conducted usability analysis and projected interface testing for enhanced user experience.
- Coordinated technical teams to ensure seamless project execution.
- Conducted specialized seminars, meetings, and live presentations to disseminate project outcomes and foster knowledge sharing.
Timeline
Technical Support Engineer 3
Twilio, Inc
08.2021 - 08.2024
Senior Desktop Support Analyst
Compucom, Inc.
10.2009 - 02.2021
Bachelor of Arts - Foreign Languages & Linguistics
University of Houston
Web
https://www.linkedin.com/in/bri-stein-851073168