Detail-oriented professional with experience in incident response management and technical instruction. Skilled in analyzing support tickets and implementing solutions that drive process improvement and strengthen customer relationships.
Overview
2
2
years of professional experience
Work History
Technical Support Specialist
NCIC Correctional Services
Longview, TX
09.2024 - Current
Managed high-volume ticket queues while maintaining exceptional levels of customer service and satisfaction.
Analyzed support tickets to identify trends, contributing to process improvement initiatives.
Escalated critical incidents requiring specialized expertise to appropriate departments, facilitating swift resolutions.
Provided remote support for a wide range of software and hardware issues, maintaining strong customer relationships.
Created user accounts and assigned permissions.
Researched and identified solutions to technical problems.
Used ticketing systems to manage and process support actions and requests.
Responded promptly to user inquiries, maintaining high levels of customer satisfaction.
Customer Service Representative
NCIC Correctional Services
Longview, TX
06.2024 - 09.2024
Managed inbound and outbound communication through phone, email, and online chat platforms.
Maintained compliance with organizational policies while handling sensitive information professionally.
Information Technology Support Specialist at Florida Realtors Tech Help LineInformation Technology Support Specialist at Florida Realtors Tech Help Line