Clinton Stephens
Technical Support Associate
Westminster,Colorado
Summary
Customer service oriented technical support associate experienced with SaaS consumer support, hardware and desktop support. Determined and experienced in diagnosing issues and providing solutions. Offers excellent customer service skills and logical problem solving abilities acquired though a collective of 8 to 10 plus years in the field.
Overview
5
5
years of professional experience
2
2
years of post-secondary education
Work History
Battery Technician
AAA Colorado
Denver, CO
08.2022 - 04.2023
- Investigated customer complaints to identify cause of malfunctions.
- Explained maintenance and repair needs to customers and offered advice on preventative maintenance.
- Analyzed vehicle data using advanced diagnostic equipment.
- Repaired and replaced worn and damaged components.
- Tested, Sold and Replaced Battery components
- Performed 10 to 15 expedient roadside emergency calls per day while safety zones were maintained
Field Service Technician
Advantage Tech Support
Denver, CO
05.2019 - 03.2020
- Managed on-site and off-site installation, repair, maintenance, and test tasks.
- Reviewed technical documentation
- Completed partial or full dismantling of equipment to quickly repair or replace defective components and restore functionality
- Installed software and hardware components
- Ran network cable and assisted in set up of computers and other equipment
- Installed AV equipment and home theater systems
- Dispatched to upwards of 15-20 calls weekly
Frontline Engineer
Webroot
Broomfield, CO
02.2018 - 03.2019
- Identify and diagnose root cause of technical issues on various operating systems and devices, utilizing logs and troubleshooting procedures along with current knowledge base articles.
- Research and applying resolutions using diagnostic information from proprietary tools.
- Escalation to different support levels if needed after detailed notation and troubleshooting process
- Performed malware detection, classification and resolution
- Ticket ratio of 2:1 and taking upwards of 200 calls per day
Education
Associate of Science - Management
Sinclair Community College, Dayton, OH, US
Dayton, OH 08.2006 - 12.2008
Skills
Troubleshooting
Written/Verbal Communication
Equipment calibration
Analytical/Scientific Software
Equipment operation
Assembly protocols
Technical Support
Network component installations
Technical Analysis
Peripheral repair
Operating system testing
Calibrating systems
Software support
Desktop support
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Timeline
Battery Technician
AAA Colorado
08.2022 - 04.2023
Field Service Technician
Advantage Tech Support
05.2019 - 03.2020
Frontline Engineer
Webroot
02.2018 - 03.2019
Associate of Science - Management
Sinclair Community College, Dayton, OH, US
08.2006 - 12.2008
Additional Information
During the COVID-19 pandemic I took a role as a contracted delivery employee to reduce my contact with others as a safety precaution. I maintained this role from April of 2020 until August of 2022.