Skilled Technician with broad base of experience in technical support and operations. Resolves problems quickly, delivering high levels of customer satisfaction. Excellent knowledge of Software and Programs with a broad range of electronics from Computers to Cell Phones.
Hi, I’m
Charles Steinlage
Cushing,OK
Summary
Overview
6
years of professional experience
Work History
Blackboard , Kileen, Texas
Software Support Analyst/Help Desk
05.2022 - Current
Job overview
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Configured hardware, devices and software to set up work stations for employees.
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
- Removed malware, ransomware and other threats from laptops and desktop systems.
- Patched software and installed new versions to eliminate security problems and protect data.
- Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
Asurion, Nashville, TN
Tech Coach
09.2021 - 05.2022
Job overview
- Encouraged everyone to cultivate strong work ethic by demonstrating diligence, patience and respect for others.
- Evaluated individual knowledge, skills and strengths and assigned team positions to maximize talent areas.
Concentrix, Laredo , Texas
SMB Overnight Tech Support
08.2020 - 09.2021
Job overview
- Troubleshot and diagnosed problems to accurately resolve wide range of technical issues.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Configured hardware, devices and software to set up work stations for employees.
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
- Responded to telephone, email and in-person inquiries regarding [Item] operation, use and repair.
- Patched software and installed new versions to eliminate security problems and protect data.
- Removed malware, ransomware and other threats from laptops and desktop systems.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Activated accounts for clients interested in new services.
- Conducted in-depth product and issue resolution research to address customer concerns.
Alorica, Tulsa, Oklahoma
Customer Service Representative
11.2017 - 01.2020
Job overview
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services and company information.
- Provided primary customer support to internal and external customers.
- Recommended products to customers, thoroughly explaining details.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Cultivated customer loyalty, promoted repeat business and improved sales.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Recorded account information to open new customer accounts.
Education
Stroud High School Stroud Oklahoma
High School Diploma
05.1988
University Overview
Central Technology Center - Drumright Drumright, OK
Associate of Arts from Marketing
05.1988
University Overview
Skills
- Software Deployment Support
- Tracking and Documentation
- Customer Service Process Improvement
- Issue and Resolution Tracking
- Microsoft Certification
- Troubleshooting Network Issues
- Collaborative Team Player
- Software Evaluation
- User Experience
Reading, Computer Work, Gardening, and Road Trips.
Reading, Computer Work, Gardening, and Road Trips.
I enjoy reading a good book When I have time of an evening, Also enjoy Gardening in my raised bed gardens planting and collecting vegetables for my family and friends., I also do Computer programming and repair on the side as a hobby.
Timeline
Software Support Analyst/Help Desk
Blackboard
05.2022 - Current
Tech Coach
Asurion
09.2021 - 05.2022
SMB Overnight Tech Support
Concentrix
08.2020 - 09.2021
Customer Service Representative
Alorica
11.2017 - 01.2020
Stroud High School
High School Diploma
Central Technology Center - Drumright
Associate of Arts from Marketing
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