Brooke Haywood
Charlotte,NC
Summary
Technology-inclined, hardworking and passionate job seeker with strong organizational skills eager to secure entry-level Technical Support position, with strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.
Overview
1
1
year of professional experience
Work History
Software Support Analyst
Wells Fargo
01.2023 - 06.2023
- Communicate diplomatically with users to provide accurate and timely support across multiple channels of feedback,
- Analyze and research reported issues, and then help prioritize them based on relative importance,
- Convert qualitative user feedback into more quantifiable and actionable information for developers to understand and address,
- Collaborate with engineering teams to identify root cause; obtain detailed error reporting from users to aid troubleshooting, when necessary
- Resolved system errors by troubleshooting application issues, identifying root causes and recommending solutions.
- Assisted in developing documentation of known issues and resolutions for future reference.
- Evaluated customer feedback about current products and services offered by the organization.
- Maintained positive working relationship with fellow staff and management.
- Maintained records of data communication transactions, problems and remedial actions or installation activities.
- Collected, analyzed and reported on data for use in operational planning.
Business Technical Support
Spectrum
07.2022 - 11.2022
- Serve as the first point of contact for customers seeking technical assistance over the phone or email,
- Perform remote troubleshooting through diagnostic techniques and pertinent questions,
- Investigate, diagnose, and resolve incidents at first contact when possible,
- Determine the best solution based on the issue and details provided by customers,
- Resolve backlog of support requests by priority, then on a first in first out basis, providing detailed documentation and updates of troubleshooting performed
- Resolved escalated customer complaints quickly and professionally.
- Analyzed customer feedback data to identify trends in user experience.
- Kept customers satisfied and loyal by providing exceptional service.
- Managed accounts receivable functions, processed payments and researched billing problems.
- Maintained positive working relationship with fellow staff and management.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
Education
Certificate - Google Data Analytics Certificate
03.2024
No Degree - HTML
03.2023
No Degree - CSS
03.2023
No Degree - JavaScript
03.2023
Skills
- Technical Troubleshooting
- Incoming Call Management
- Application Support
- Highly Professional
- Software Upgrades
- Attention to Detail
- Troubleshooting Network Issues
- Tracking and Documentation
- Problem-Solving
- Remote Technical Support
- Friendly and Patient
- Creative Issue Resolution
- Call Center Operations
- Customer Service
- Analytical
- Remote Troubleshooting
- Excellent Attendance Record
- Detail Oriented
- Interpersonal Skills
- Growth Mindset
- Coachable
- Enthusiastic
- Creative
- Team Player
- Technical Support and Assistance
- Team Support
- Customer Inquiries
- Bug Fixes
- Data Connectivity
- Efficient Service
- Customer Interaction
- Customer Retention
- Customer Care
- Root Cause Support
- Problem-Solving and Reasoning
- Issue and Resolution Tracking
- Microsoft Windows and Office
- Support End-Users
Timeline
Software Support Analyst - Wells Fargo
01.2023 - 06.2023
Business Technical Support - Spectrum
07.2022 - 11.2022
Coursera - Certificate , Google Data Analytics Certificate
LinkedIn Learning - No Degree, HTML
LinkedIn Learning - No Degree, CSS
LinkedIn Learning - No Degree, JavaScript
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