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
AvayaAWSSQLAPIsWeb servicesMicrosoft SQL ServerLinuxActive DirectoryVirtualizationNetwork securityMicrosoft 365Microsoft Windows Server
Managing service level agreements
Customer support
Team Building
Process design
Application support
Customer service expert
Desktop support
Staff education and training
Technical documents comprehension
Technical issues analysis
Customer de-escalation
Quality control guidelines
Technical troubleshooting
Training and mentoring
EHR Software
Additional Information
- Authorized to work in the US for any employer, Currently Active Security Clearance: Public trust
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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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