Clayton Dunn
Bristol,VA
Summary
Customer service and technical support professional with 3+ years of experience supporting users in fast-paced, remote environments. Proven background in troubleshooting hardware, software, and connectivity issues while maintaining accurate documentation and delivering high-quality support across phone, chat, and email. Recognized as a Subject Matter Expert (SME) for technical problem-solving, mentoring peers, and handling complex escalations. Continuously seeking to expand technical expertise and contribute to high-performing support teams.
Overview
4
4
years of professional experience
Work History
Technical Support Specialist /Subject Matter Expert
Sutherland Global Services
04.2023 - 06.2025
- • Provided technical support for internet services and third-party devices in a high-volume, remote support environment.
• Supported Windows, macOS, and ChromeOS environments, with a primary focus on Windows-based systems.
• Performed endpoint-level troubleshooting including OS settings, user permissions, antivirus conflicts, password resets, peripheral issues, and wired/wireless connectivity.
• Selected as a Subject Matter Expert (SME), serving as an escalation resource for complex Tier 1 technical issues and internal tools.
• Consistently exceeded performance metrics, maintaining 95%+ quality scores and a 4.8/5 Customer Satisfaction (CSAT) rating.
Call Center Representative
Advanced Call Center Technologies LLC
01.2021 - 08.2022
- Collected, verified, and securely managed sensitive customer information in compliance with financial and privacy regulations.
- Handled high call volumes in a fast-paced environment while maintaining accuracy and professionalism.
- Routed inquiries efficiently and collaborated with internal teams to resolve complex customer issues.
Education
High School Diploma -
Bristol Tennessee High School
Bristol, TNSkills
Operating Systems: Windows 10/11, macOS, ChromeOS
Technical Support: Active Directory, Ticketing Systems, Remote Desktop Tools, SaaS Support
Networking: TCP/IP, DNS, DHCP, VPN Troubleshooting
Tools: CRM Systems, Microsoft Office (Outlook, Excel), Remote Support Platforms
Timeline
Technical Support Specialist /Subject Matter Expert
Sutherland Global Services
04.2023 - 06.2025
Call Center Representative
Advanced Call Center Technologies LLC
01.2021 - 08.2022
High School Diploma -
Bristol Tennessee High School