Summary
Overview
Work History
Education
Skills
Additional Information
Work Availability
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Timeline
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Cody James Worswick

Technical Support Engineer
Richmond,VA

Summary

Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

4
4
years of professional experience

Work History

Tier 3 Technical Support Representative

Oracle
09.2022 - Current
  • Handel tier 3 escalated tickets in an efficient manner
  • Tested new software and hardware prior to deployment.
  • Created user accounts and assigned permissions.
  • Researched and identified solutions to technical problems.
  • Cycle servers, run SQL queries, applied software upgrades
  • Maintain service level agreements for all clients while providing updates on the progress
  • Creating documents to improve turnaround time on related issues
  • Tracked KPIs and created continuous improvement plans.
  • Analyzed and developed service goals for in-bound call center.
  • Increased customer satisfaction ratings to 95%.
  • Configured and tested new software and hardware.
  • Generated reports to track performance and analyze trends.

Technical Support Manager

Capital One
01.2022 - 08.2022
  • Oversaw 7 associates, and kept track of their quality metrics while providing advice on how to improve their metrics
  • Created a healthy working environment for associates to grow and learn
  • Held open training sessions to teach associates about changes to the processes
  • Assisted associates on solutions for tier 1 level issues
  • Handled any escalated customer issues calmly and effectively
  • Designed new training materials for associates , which reduced avg call time by 15%
  • Tracked KPIs and created continuous improvement plans.
  • Analyzed and developed service goals for in-bound call center.
  • Increased customer satisfaction ratings to 90%.
  • Developed and implemented training initiatives for new hires.
  • Organized and detail-oriented with a strong work ethic.

Inbound Technical Support Agent

Activus Connect
02.2020 - 01.2022
  • Took ownership over any tier 1 support issues
  • Provided immediate support to minor account issues
  • Generated reports to track performance and analyze trends.
  • Collaborated with vendors to locate replacement components and resolve advanced problems.

Education

Masters's degree - Cybersecurity

Thomas Edison State University
04.2023 - Current

Bachelor's degree - Computer Science

Thomas Edison State University

Skills

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Additional Information

  • Authorized to work in the US for any employer, Currently Active Security Clearance: Public trust

Work Availability

monday
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morning
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Quote

Every problem is a gift—without problems we would not grow.
Tony Robbins

Timeline

Masters's degree - Cybersecurity

Thomas Edison State University
04.2023 - Current

Tier 3 Technical Support Representative

Oracle
09.2022 - Current

Technical Support Manager

Capital One
01.2022 - 08.2022

Inbound Technical Support Agent

Activus Connect
02.2020 - 01.2022

Bachelor's degree - Computer Science

Thomas Edison State University

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Cody James WorswickTechnical Support Engineer