Christopher Timoney
San Mateo,CA
Summary
Friendly Technical Support Representative keen to help customers maximize product impact and usability. Amiably replies to all customer queries and consistently resolves client issues. Committed to improving user satisfaction numbers and supporting return patronage across all supported products. Dedicated employee known for punctuality, pursuing employment options where good customer service and positive attitude will make a difference.
Overview
10
10
years of professional experience
Work History
Technical Support Analyst
Polara Health
Prescott, AZ
12.2019 - Current
- Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis.
- Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
- Monitored service orders to completion and closed service tickets.
- Documented repair processes and helped streamline procedures for future technical support actions.
- Set up new desktop systems and configured laptops for incoming employees and loaded required software and server permissions.
- Disassembled computer systems to troubleshoot and resolve hardware issues.
- Removed malware and viruses from laptops and desktop systems using specialized software.
- Configured new employee work stations consisting of hardware, software and peripheral devices.
- Updated software versions with patches and new installations to close security loopholes and protect users.
- Developed robust online knowledge base for support staff to reference when responding to requests for assistance.
- Collaborated with support team to assist client stakeholders with emergent technical issues and develop effective solutions.
- Assisted online users via live chat, web conference and phone to resolve issues related to software and system use and access.
- Observed system functioning and entered commands to test different areas of operations.
- Conferred with vendors to obtain replacement hardware or software and escalate more complex concerns.
- Devised incisive workarounds and resolutions for IT-related problems.
- Responded to 1000 individual tickets every week to provide end-user support on systems and software.
- Advised customers and users on required maintenance practices for diverse software systems to support OEM warranty requirements and industry best practices.
- Resolved record-breaking backlog of support tickets following major system malfunction within 1 hour.
- Assisted customers with various types of technical issues via email, live chat and telephone.
- Supported customers with online billing, access and account issues.
- Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements.
- Employed Freshdesk, Zendesk, Salesforce and other ticket support systems.
- Utilized automated systems to manage and track customer inquiries through to completion.
- Input customer service orders and tracked orders through to completion.
- Documented customer complaints and inquiries for use in technical documentation and bug tracking.
- Maintained helpdesk and maintenance activities between customer calls and vendor interactions.
- Aided in development of customer acclimation plans for helping clients adjust to implementation of new products.
- Managed customer system updates, informing clients of installation progress stages.
- Informed senior leadership of product development issues discovered via technical support calls with customers.
- Delivered local and remote Tier 1 IT support for hardware and software to company personnel.
- Reviewed current hardware and software configurations and recommended modifications to increase system speed.
- Mentored other technologists and support professionals to provide professional development and skill enhancement.
- Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.
- Provided on-site technical support after project implementation and recommended product changes and upgrades to product managers.
- Worked with customer service supervisors to resolve multiple customer concerns on a daily basis.
- Delivered on-site technical support following software implementation and worked with managers to suggest product upgrades and changes.
- Drafted whitepapers, user manuals, implementation documentation and support base entries to reduce customer tickets and customer service expenses.
- Identified opportunities to upsell technical products and services, boosting revenues to existing accounts.
- Streamlined operational efficiencies by providing timely computer diagnosis and repair.
- Implemented system security and data assurance software.
Live Sound Technician
Sky City Audio
Prescott, AZ
09.2016 - 01.2020
- Performed audio setup of soundboards, microphones, amplifiers, audio lines and speakers.
- Installed speakers, sound boards, wires and cable setups to deliver sound presentations.
- Monitored quality control of audio sources for live and taped productions, adjusting amplification and equalization.
- Monitored multiple sound feeds to preserve appropriate auditory output.
- Worked with teammates and on-site contacts to assess sound-related needs and requirements.
- Maintained physical equipment, overseeing upkeep, deployment and storage to maximize hardware lifecycle.
- Completed preventive maintenance to troubleshoot audio malfunctions.
- Performed peripheral testing, troubleshooting and problem-resolution to maintain performance levels.
- Laid out hardware connections according to regulatory and safety specifications to reduce risk and sprawl.
- Worked closely with producer and technical team to create single and multi-camera field productions.
- Optimized algorithm performance with digital signal processing, adaptive files and active noise cancellation to improve quality.
- Ran sound checks and assessed equipment for proper functionality, troubleshooting issues that arose.
- Managed audio equipment at various events, which including set up and break down.
- Operated control consoles to regulate volume levels and sound quality.
- Maintained strong working knowledge of various types of audio equipment, digital and analog mixing systems and wireless microphones.
- Mixed and edited music and other types of audio content and operated sound consoles and systems.
- Utilized recording equipment to record music and speech.
- Partnered with performers and producers to determine and create desired sounds for productions.
- Set up for recording sessions through choosing appropriate microphones.
- Separated various sounds and remixed during post-production stage.
- Developed new radio and web content through use of creative ideas and best practices.
Product Technician
Aaron's Sales and Lease
Prescott, AZ
07.2018 - 05.2019
- Developed product testing and analysis.
- Identified products and services that would be best fit for customer projects.
- Gathered feedback from internal and external customers throughout planning and test phases.
- Prepared and assembled materials and set up and operated production equipment in accordance with current manufacturing practices and standard operating procedures.
- Transported material to correct locations and documented inventory changes.
- Troubleshot problems with equipment, devices or products.
- Monitored manufacturing processes and made improvements to increase profit.
- Kept production logs and maintained job material inventory.
- Trained new employees on company and safety standards, providing assistance and remediation with issues.
- Provided production, progress or changeover reports to shift supervisors and set up and verified functionality of safety equipment.
- Reviewed operations and conferred with technical or administrative staff to resolve production and processing problems.
- Transformed work area by increasing production, reducing turnover, eliminating waste and enhancing quality.
- Evaluated data to validate or indicate deviations from existing standards.
- Charted workflows to better understand procedures and identify opportunities for improvement.
- Automated data management processes to increase efficiency and reduce errors.
- Identified preventive and predictive maintenance needs to mitigate failure potential.
- Performed production adjustments for quality and productivity.
- Adjusted equipment, utilizing calipers, micrometer and height gauges to monitor quality production.
- Analyzed and interpreted engineering information to identify needs and make recommendations.
- Conducted in-depth evaluations of employee and equipment performance to promote industrial improvements.
- Prepared and presented findings and recommendation to leadership for use in key decision-making processes.
- Evaluated and enhanced controlled assembly processes, line rates and head counts.
- Forecasted staffing needs and production volume and produced and prepared daily operations reports.
- Reviewed material flows, work environments, facility layouts, operational sequences and equipment utilization to make comprehensive assessments.
- Operated industrial hygiene equipment in manufacturing environments to reduce environmental contaminant exposure.
- Devised and led trials to implement new procedures.
- Scheduled preventive maintenance on equipment.
- Assisted engineers in developing, building and testing prototypes for new products.
- Applied statistical quality control procedures to production test data.
- Oversaw sampling, testing, line inspections and other quality control strategies.
- Created and optimized work instructions for each position to clarify standards and enhance productivity.
- Worked from layout and work order, created programs and set up machines to produce required parts.
- Collected hazardous or non-hazardous waste using correctly labeled barrels or other containers and transferred to collection areas.
- Improved data collection and processing for different workflows and processes.
- Wrote reports about processes and presented to executives.
- Implemented plans for storage and arrangement of stock to determine warehouse configuration, setup, movement, rearrangement and traffic flow.
- Planned release of new and improved products.
- Conducted experiments on biomass or pretreatment technologies.
Administrative Associate
B&L Flooring
Prescott, AZ
02.2014 - 09.2016
- Delivered exceptional customer service through direct communication with clients and team members.
- Responded to client and vendor inquiries via email and telephone, providing updated and accurate information.
- Monitored office supply inventory and replenishment and liaised with vendors to negotiate optimal pricing.
- Oversaw invoicing and billing functions, achieving consistent and accurate payments.
- Developed and continuously improved digital filing and document management protocols.
- Coordinated travel arrangements, including ground transportation, flight reservations and lodging.
- Reviewed company budget development and adherence and provided cost projection reports to inform decision-makers.
- Managed office duties, ordered materials, organized workspaces, answered emails and made phone calls.
- Answered phones to direct callers, schedule appointments and provide general office information.
- Organized and maintained filing and document management systems by coordinating, archiving and purging files.
- Greeted visitors or callers daily to handle questions or direct to appropriate staff.
- Received and routed incoming calls and correspondence to promote timely communication.
- Answered and routed telephone calls and took messages.
- Obtained scanned records and uploaded to database.
- Developed administrative processes to achieve organizational objectives and improve office efficiency.
- Handled management of communication to executives by taking and making telephone calls, reviewing and prioritizing mail and composing and typing correspondence.
- Updated details in company database by keying in customer contacts and delivery dates.
- Maintained office supplies inventory by checking stock and ordering new supplies as needed.
- Oversaw office inventory and timely reordering of supplies.
- Maintained inventory in supply closet to prevent shortages.
- Processed financial documents, contracts, expense reports and invoices.
- Assisted with payroll preparation and entered data into cumulative payroll document.
- Managed incoming and outgoing mail, filing and meeting coordination.
- Automated office operations by managing internal and external customer correspondence, record tracking and data communications.
- Organized training, client meetings, team meetings and events.
- Met incoming guests and clients, offering immediate assistance.
- Responded to inquiries via email, telephone and social media platforms.
- Set up and maintained physical and electronic filing systems to maintain organizational efficiency.
- Oversaw office inventory by restocking supplies and submitting purchase orders.
- Coordinated project materials by managing physical and digital files, monitoring spreadsheets and updating reports.
- Created agendas, meeting notes and other documents to enhance collaborative process.
- Directed customer communication to appropriate department personnel.
- Tracked and submitted employee timesheets to accounting department for payroll processing.
- Monitored scheduling and event coordination for corporate fundraisers and executive meetings.
- Wrote email messages, memos and business letters for management and proofread documentation to provide error-free correspondence.
- Monitored attendance records by taking note of staff vacation time, sick days and personal days.
- Directed visitors to appropriate offices.
- Prepared packages for shipment by generating packing slips and setting up courier deliveries.
- Maintained appointment and event calendars for executives and department heads.
- Inventoried and ordered supplies to maintain consistent access to required items.
- Managed phone calls from clients during executives' absences and delivered informative answers to questions.
- Reviewed and suggested improvements for diverse range of documentation, including interoffice correspondence, reports and presentations.
- Arranged travel and hotel accommodations for international and domestic business meetings and trips.
- Maintained office safety by screening visitors, updating logs and issuing temporary passes.
- Communicated with vendors to place and receive orders, request services and deliver instructions from office management.
- Generated documents including office correspondence and reports. Processed accounting, purchasing and budget documentation including accounts payable and accounts receivable support.
- Produced and distributed memos, newsletters, email updates and other forms of communication.
- Oversaw company database and verified accurate updates and proper file management.
- Collected, calculated and reported on expenditure and statistical data to inform senior management.
- Created and revised systems and procedures by analyzing operating practices, recordkeeping systems, office layout and budgetary requirements.
Education
Branham High School
San Jose, CA06.2013
Associate of Applied Science - Computer Science
Yavapai College
Prescott, AZSkills
- Technical issue analysis
- Application installations
- Debugging
- Application support
Timeline
Technical Support Analyst
Polara Health
12.2019 - Current
Product Technician
Aaron's Sales and Lease
07.2018 - 05.2019
Live Sound Technician
Sky City Audio
09.2016 - 01.2020
Administrative Associate
B&L Flooring
02.2014 - 09.2016
Branham High School
Associate of Applied Science - Computer Science
Yavapai College
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