Christopher Santangelo
Portland,Connecticut
Summary
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.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Technical Support Representative
Drata
03.2022 - Current
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Documented support interactions for future reference.
- Used ticketing systems to manage and process support actions and requests.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Translated complex technical issues into digestible language for non-technical users.
Tier 2 Technical Support Representative
Clarity Voice
01.2021 - 03.2022
- Received inbound phone calls transferred from Tier 1 specialists to research and resolve advanced technical issues.
- Assessed technical complexity of tickets to escalate to Tier 3 team.
- Developed proactive tools to assist customers and internal support organization.
- Leveraged data-driven monitoring systems to identify and resolve potential issues.
- Performed technical troubleshooting and diagnosis, software installation and information gathering to keep infrastructure operational.
Assistant Manager
T-Mobile
04.2016 - 02.2018
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
Assistant Manager
RadioShack
02.2014 - 04.2016
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
Education
Bachelor of Science - Computer Science
University of Phoenix
Tempe, AZHigh School Diploma -
Middletown High School
Middletown, CT06.2014
Skills
- Customer Service Expertise
- DataDog
- Intercom, ZenDesk, FreshDesk
- AWS, GCP, Heroku, Azure
- IOS, Windows 10/11
- TypeScript
- MDM Integrations
- Software Diagnosis
- TCP/IP
- A, ASecurity
Certification
- A+
- Google Security
- Google Technical Support
- Python Basics
Timeline
Technical Support Representative
Drata
03.2022 - Current
Tier 2 Technical Support Representative
Clarity Voice
01.2021 - 03.2022
Assistant Manager
T-Mobile
04.2016 - 02.2018
Assistant Manager
RadioShack
02.2014 - 04.2016
Bachelor of Science - Computer Science
University of Phoenix
High School Diploma -
Middletown High School
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