Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Casey Nash

Dickson,TN

Summary

Adept at enhancing system stability and customer satisfaction, my tenure at Callcorp/CCPro showcased my in-depth technical knowledge and expert problem-solving abilities. I significantly contributed to team productivity and software quality, leveraging advanced troubleshooting and effective communication skills to mentor peers and improve incident management processes.

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.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Tier 3 Technical Support Representative

Callcorp/CCPro
02.2021 - Current
  • Maintained up-to-date knowledge of industry trends and emerging technologies to provide informed recommendations for internal process improvements and external client consultations.
  • Enhanced customer satisfaction by resolving complex technical issues promptly and effectively.
  • Improved team productivity with thorough documentation of resolved issues for future reference.
  • Collaborated closely with cross-functional teams to address recurring system-wide problems, resulting in improved system stability.
  • Participated in on-call rotations, ensuring continuous availability of Tier 3 support for urgent cases outside regular business hours.
  • Contributed to the development of internal training materials, increasing overall team efficiency and expertise.
  • Assisted in software testing during pre-release stages, identifying bugs and suggesting improvements that led to better product quality upon release.
  • Conducted root cause analysis for major incidents to prevent future occurrences, ensuring optimal system performance.
  • Resolved long-standing technical issues impacting multiple users by conducting thorough investigations and collaborating with relevant departments.

Tier 3 Technical Support Specialist

Dell Technologies
10.2020 - 02.2021
  • Facilitated remote support sessions with clients, guiding them through troubleshooting steps and performing necessary system adjustments.
  • Streamlined technical processes by developing and maintaining comprehensive knowledge base articles.
  • Used ticketing systems to manage and process support actions and requests.

Cellular Sales Associate

Verizon Wireless
09.2018 - 07.2020
  • Facilitated customer product returns and warranty exchanges while adhering to the company policies.
  • Collaborated with team members to achieve collective goals, sharing best practices for sales success and customer service excellence.
  • Maximized revenue potential with strategic merchandising tactics that highlighted promotions and high-margin items effectively.
  • Achieved sales targets consistently by utilizing effective upselling techniques and product bundling strategies.
  • Stayed current on industry trends and new products to offer informed recommendations to customers seeking guidance.

Tech Support Trainer

Apple Inc
09.2016 - 08.2018
  • Created engaging learning materials that catered to diverse learning preferences, increasing comprehension levels among participants.
  • Increased trainee satisfaction scores by incorporating interactive elements such as role-playing exercises or peer reviews into each session.
  • Monitored industry trends and incorporated up-to-date best practices into training content for continuous improvement.
  • Served as a subject matter expert within the organization, providing guidance to colleagues on various support processes and procedures.
  • Developed a strong support network for all employees by regularly offering refresher courses, supplemental resources, and ongoing mentorship opportunities.

Education

Bachelor of Science - Ministry

Freed-Hardeman University
Henderson,TN
05-2015

Skills

  • In-depth technical knowledge
  • Expert problem solving
  • Training and mentoring
  • Security protocols
  • Application support
  • Remote support tools
  • Incident management
  • Software debugging
  • Quality assurance testing
  • Advanced troubleshooting
  • Verbal and written communication

Certification

  • Google IT Support Professional Certificate - Google.
  • Apple Certified Support Professional (ACSP) - Apple.
  • Google IT Support Professional Certificate

Timeline

Tier 3 Technical Support Representative

Callcorp/CCPro
02.2021 - Current

Tier 3 Technical Support Specialist

Dell Technologies
10.2020 - 02.2021

Cellular Sales Associate

Verizon Wireless
09.2018 - 07.2020

Tech Support Trainer

Apple Inc
09.2016 - 08.2018

Bachelor of Science - Ministry

Freed-Hardeman University

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Casey Nash