Buffie Jones
Greensboro,NC
Summary
Resourceful Tier 2 Technical Support Specialist known for high productivity and efficient task completion. Possess specialized skills in advanced troubleshooting, network diagnostics, and customer service management. Excel in problem-solving, communication, and adaptability, ensuring swift resolution of complex technical issues while maintaining positive client interactions.
Overview
18
18
years of professional experience
Work History
Tier 2 Technical Support Specialist
Gilbarco
Greensboro, NC
01.2017 - Current
- Mastered new products, developed advanced technical knowledge and applied new skills in fast-paced environment.
- Resolved customer complaints in a timely manner.
- Maintained positive working relationship with fellow staff and management.
- Maintained log of system issues and conveyed customer feedback to product development staff.
- Investigated reported issues, coordinated with internal teams and devised strategies for responding to customers.
- Analyzed customer inquiries and identified solutions for technical issues.
- Provided technical support to customers via phone, email and chat.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Identified recurring customer issues and reported them to the appropriate team for further investigation.
- Diagnosed system errors and performed troubleshooting steps.
- Ensured compliance with company policies when providing technical assistance.
Insurance Customer Service Representative
Lincoln Finacial
Greensboro, NC
03.2007 - 08.2015
- Analyzed and evaluated existing policies to identify areas for improvement.
- Maintained a comprehensive database of current legislation, regulations, and court decisions related to assigned policies.
- Identified needs of customers promptly and efficiently.
- Maintained positive working relationship with fellow staff and management.
- Determined consumer needs to provide products and services appealing to larger market.
Education
Some College (No Degree) - Commerical Art And Photography
Guilford Technical Community College
Jamestown, NCSkills
- Operating Systems Knowledge
- Virtualization technologies
- Incident management
- System administration
- Network configuration
- Effective Team Communication
- Remote technical support
- Product reliability
- Customer support
- Expert Troubleshooting
- Remote desktop support
Timeline
Tier 2 Technical Support Specialist
Gilbarco
01.2017 - Current
Insurance Customer Service Representative
Lincoln Finacial
03.2007 - 08.2015
Some College (No Degree) - Commerical Art And Photography
Guilford Technical Community College