Caleb Soldani
Information Technology
Valdosta,GA
Summary
Talented Technical Support Representative with gift for understanding needs of both business and home users. Versed in troubleshooting and desktop support on Windows, Linux and Mac systems. Proven skill in resolving problems quickly on first call. Detail-oriented, organized and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success. Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems.
Overview
3
3
years of professional experience
Work History
Level 1 Technical Support Representative
Alorica
09.2022 - Current
- Provided basic end-user troubleshooting and desktop support.
- Documented support interactions for future reference.
- Used ticketing systems to manage and process support actions and requests.
- Managed customers' expectations of support and technology functionality in order to provide positive user experience.
- Compiled and accurately entered data for each customer encounter to record in system.
- Trained and supported end-users with software, hardware, and network standards and use processes.
Front Line Associate
Sodexo
Valdosta, GA
02.2022 - 09.2022
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Delivered prompt service to prioritize customer needs.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Sought ways to improve processes and services provided.
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
- Cross-trained and provided backup support for organizational leadership.
- Investigated and resolved customer inquiries and complaints quickly.
Assistant Manager
Southern Commercial Materials
Albany, GA
04.2021 - 10.2021
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
- Developed strategy to increase sales and drive profits.
- Supervised day-to-day operations to meet performance, quality and service expectations.
Level 1 Technical Support
Blackboard Student Services
08.2020 - 03.2021
- Provided service and expertise assisting and troubleshooting with technical installers and customers
- Responsible for taking incoming calls from customers and generating an activity report
- Performed security check and verify details of the customer
- Used LogMeIn Remote Software to resolve customer Issues
- Provided answers to customers by identifying problems, researching answers, and guiding customers through corrective steps
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
Sales Floor Associate Cashier
Handy Mart
Winterville, NC
02.2020 - 08.2020
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
- Balanced and organized cash register by handling cash, counting change, and storing coupons.
- Issued receipts and processed refunds, credits, or exchanges.
- Used POS system to process sales, returns, online orders, and gift card activations.
- Greeted customers and helped with product questions, selections, and purchases.
Education
Bachelor of Science - Cybersecurity/Networking
Southern New Hampshire University
01.2023 - Current
High school diploma - undefined
Junius H Rose High School
Skills
Desktop support
Data recovery
Technical issues analysis
Software diagnosis
Customer service expert
Application support
Microsoft Outlook
Windows 10
Technical documents comprehension
Issue troubleshooting
User credential management
Complaint resolution
Videoconferencing
Technical Support
Ticket support system management
Timeline
Bachelor of Science - Cybersecurity/Networking
Southern New Hampshire University
01.2023 - Current
Level 1 Technical Support Representative
Alorica
09.2022 - Current
Front Line Associate
Sodexo
02.2022 - 09.2022
Assistant Manager
Southern Commercial Materials
04.2021 - 10.2021
Level 1 Technical Support
Blackboard Student Services
08.2020 - 03.2021
Sales Floor Associate Cashier
Handy Mart
02.2020 - 08.2020
High school diploma - undefined
Junius H Rose High School