Charlie Gorham
Jacksonville,USA
Summary
Experienced IT Specialist and Customer Service Professional with a strong background in technical support, customer satisfaction, and loan management. Proven expertise in inbound communications, SaaS troubleshooting, and multichannel customer support. Skilled in documentation, support ticket management, and maintaining comprehensive product knowledge. Excels in communication, analysis, and technical proficiency for efficient operations and problem resolution. Holds an MBA in Computer Information and Security, and a BS in Computer Information Systems. Recognized for managing diverse priorities and projects with attention to detail. Displays high-level patience in resolving complex issues and ensuring customer satisfaction. Qualified Advanced Technical Support Specialist with 10 years of helpdesk and customer service experience. Provides comprehensive Microsoft Office support. Adept at engaging customers by identifying issues and streamlining steps to effectively resolve technical issues. Detail-oriented, organized, and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success. Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products. Talented Technical Support Representative with a gift for understanding the 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 the first call. Detail-oriented Help Desk with extensive experience in telecommunications, retail, and customer service. Troubleshoots highly technical, complex issues with ease and patience. Delivers Tier 2 and 3 support knowledge.
Overview
14
14
years of professional experience
Work History
Entry-Level Technical Support Specialist
Alorica
08.2022 - 10.2023
- Handled 30 to 60 inbound calls and emails about subscription-based SaaS products, ensuring a seamless user experience
- Provided high-level technical support by resolving inquiries by phone, e-mail, and web consistent with department and team service levels and goals.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Documented support interactions for future reference.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Resolved a diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Resolved 10 to 20 technical support inquiries per day
Customer Service Professional
Global Payments TSYS
08.2021 - 06.2022
- Responded to 30-60 customer inquiries through telephone, chat, and email, ensuring prompt and effective problem resolution in alignment with organizational service standards.
- Assisted customers by answering questions and responding to inquiries.
- Helped a large volume of customers every day with a positive attitude and focus on customer satisfaction.
- Responded to 30 to 60 customer calls and 25 emails to answer questions about products and services.
- Evaluated account and service histories to identify trends, using data to mitigate future issues.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Operated in dynamic, high-volume environments to provide skilled assistance to more than 75 customers each day.
- Improved operational efficiencies while managing customer requests, store inventory, transactions, new purchase orders, and pricing needs.
- Surpassed performance goals by approaching interactions with resourcefulness, organization, and customer-centric solutions.
- Clarified customer issues and determined the root cause of problems to resolve product or service complaints.
- Updated account information to maintain customer records.
Loan Management Professional
US SBA
06.2020 - 03.2021
- Ensured efficient adherence to lending guidelines for SBA loans and the EIDL program.
- Skilled at working independently and collaboratively in a team environment.
- Self-motivated, with a strong sense of personal responsibility.
- Proven ability to learn quickly and adapt to new situations.
- Worked well in a team setting, providing support and guidance.
- Worked effectively in fast-paced environments.
- Managed time efficiently in order to complete all tasks within deadlines.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Excellent communication skills, both verbal and written.
- Passionate about learning and committed to continual improvement.
- Proved successful working within tight deadlines and a fast-paced environment.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
IT Support Technician
IT SQUAD
01.2010 - 12.2017
- Performed thorough troubleshooting to identify and address a diverse range of computer-related issues.
- Skilled at working independently and collaboratively in a team environment.
- Self-motivated, with a strong sense of personal responsibility.
- Proven ability to learn quickly and adapt to new situations.
- Worked well in a team setting, providing support and guidance.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Proved successful working within tight deadlines and a fast-paced environment.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Organized and detail-oriented with a strong work ethic.
- Strengthened communication skills through regular interactions with others.
- Paid attention to detail while completing assignments.
- Worked flexible hours across night, weekend and holiday shifts.
- Developed and maintained courteous and effective working relationships.
- Identified issues, analyzed information and provided solutions to problems.
- Cultivated interpersonal skills by building positive relationships with others.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
- Passionate about learning and committed to continual improvement.
- Excellent communication skills, both verbal and written.
- Worked effectively in fast-paced environments.
- Managed time efficiently in order to complete all tasks within deadlines.
Education
MBA - COMPUTER TECHNOLOGY
Northcentral University
Arizona, CA12.2018
Bachelor of Science - COMPUTER TECHNOLOGY
NORTH CAROLINA WESLEYAN COLLEGE
Rocky Mount, NC12.2015
Skills
- Customer Service and Multitasking Skills
- Patience and Issue Resolution Skills
- Project Management and Attention to Detail
- Data Entry and CRM Management
- Continuous Learning and Product Knowledge
- Desktop Component Repair
- Performance Optimization
- Customer Experience Management
- Hardware Upgrades
- Software Debugging
- Remote Diagnostics
- Debugging
- Accurate Documentation
- Local Area Network (LAN) Engineering
- Remote IT Implementation
- Issue Research
- Account Management
- Diagnostic Protocol Implementation
- Disaster Recovery
- Hardware Configuration
- System Diagnostics
- Cloud Computing
- Customer Support
- Advanced Troubleshooting
- Network Administration
- Project Coordination
- User Training
- Change Management
- Performance Monitoring
- Database Management
- Remote Support
- Quality Assurance
- Mobile Device Management
- Software Installation
- Asset Management
- Application Support
- Operating Systems
- Incident Management
- Security Protocols
- Technical Documentation
- Problem Resolution
- Data Recovery
- Virtualization Technologies
- Service Support
- Desktop Support
- Information Protection
- Software Diagnosis
- Technical Support
- Customer Service
- Systems Analysis
- Performance Testing
- User Support
- User Credential Management
- Hardware Diagnostics
- Product Troubleshooting
Timeline
Entry-Level Technical Support Specialist
Alorica
08.2022 - 10.2023
Customer Service Professional
Global Payments TSYS
08.2021 - 06.2022
Loan Management Professional
US SBA
06.2020 - 03.2021
IT Support Technician
IT SQUAD
01.2010 - 12.2017
MBA - COMPUTER TECHNOLOGY
Northcentral University
Bachelor of Science - COMPUTER TECHNOLOGY
NORTH CAROLINA WESLEYAN COLLEGE