Summary
Overview
Work History
Education
Skills
Timeline
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Christopher Chapman

North Stonington

Summary

With a proven track record at Breezeline, I excel in delivering exceptional customer service and technical support, blending hard skills like network configuration with soft skills such as effective communication. I'm a qualified Advanced Technical Support Specialist with a background in network engineering and customer service.

Overview

7
7
years of professional experience

Work History

Technical Support Specialist

Breezeline
07.2022 - Current
  • Assisting customers in identifying issues and explained solutions to restore service and functionality.
  • Providing high-level technical support by resolving inquiries by phone, e-mail and web consistent with department and team service levels. Average call duration under 12 minutes, hold times under 1 min.
  • Resolving diverse range of technical issues across multiple systems and applications for customers and end-users. (Router/Mesh configuration, Email client set up, desktop and printer troubleshooting, modem provisioning)
  • Explaining technical information in clear terms to promote better understanding for non-technical users.
  • Using ticketing systems to manage and process support actions and requests.

Front End Team Lead

Walmart
12.2020 - 07.2022
  • Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.
  • Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
  • Maintained up-to-date knowledge of store sales, payment policies and security standards.
  • Responded to customer concerns with friendly and knowledgeable service and remedied issues promptly and effectively.

Online Shopper

Walmart
07.2018 - 12.2020
  • Reviews orders prior to pick up for accuracy and purchase-by dates.
  • Worked productively with customers to meet order requirements and service expectations.
  • Consistently met deadlines and quality goals for accuracy and timeliness.

Education

Associate of Science - Information Technology Network Engineering

New England Institute of Technology
Warwick, RI

Skills

  • Network configuration and troubleshooting
  • Email client troubleshooting/set up (Apple Mail, Outlook, Android, Iphone) IMAP/POP/SMTP set up
  • Remote technical support for Desktops, Modem/Routers, Landline and smart phones (Phone, chat, email)
  • Customer facing technical support and troubleshooting
  • Router configuration, Modem provisioning, VOIP phone number provisioning
  • Headend/CMTS experience via PuTTy, SSH (using CMTS commands to provision modems/run firmware upgrades)
  • Experience with responding to and escalating support tickets in a timely and professional manner

Timeline

Technical Support Specialist

Breezeline
07.2022 - Current

Front End Team Lead

Walmart
12.2020 - 07.2022

Online Shopper

Walmart
07.2018 - 12.2020

Associate of Science - Information Technology Network Engineering

New England Institute of Technology

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Christopher Chapman