Summary
Overview
Work History
Education
Skills
Timeline
Volunteer
Courtney Turner-Torres

Courtney Turner-Torres

Flower Mound,TX

Summary

  • 20+ years of experience providing IT Help Desk, Customer and Product Support in the Information Technology, E-Commerce and Customer Service fields.
  • A strong commitment to customer service (firm believer in the “Golden Rule”) and genuine desire to help people and solve problems.
  • Reliable, adept at mastering new concepts, self motivated, team and goal oriented, outstanding multi-tasking skills.

Overview

20
20
years of professional experience

Work History

Advanced Product Technician

Ricoh USA / Amazon Inc.
11.2023 - 05.2024
  • Responsible for triage of facial recognition and palm reading optical hardware.
  • Required to analyze and diagnose hardware failures using analytical software to determine date, time and cause of failure.
  • Reported on findings and made proactive and targeted recommendations to lead technicians.
  • Enhanced data gathering, extraction and analysis for diverse workflows and procedures.

Advanced Product & Customer Support Rep.

Epson America, Inc.
12.2013 - 09.2023
  • Tier 3 Escalation to provide assistance with a wide variety of issues, particularly remote software installation, hardware and networking setup, support and troubleshooting.
  • Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions.
  • Participated in ongoing training to learn new products and enhance skills to optimize customer support delivery.
  • Shared strategic insights with interdepartmental teams regarding customer experience and service-related trends to improve service delivery.

Lead Technical Support Representative

Connexion Technologies
07.2007 - 06.2012
  • Led the monitoring and troubleshooting department for development property head-end issues, working with employees, customers, field technicians and the network operations and dispatch centers.
  • Determined most efficient method of resolving property connectivity and security issues. Responsible for diagnosing and troubleshooting customer and employee cable, satellite, internet and phone issues and dispatching of field technicians to sites to resolve confirmed outages.

IT Help Desk Support Representative

University Of Phoenix Online
05.2004 - 06.2007
  • Responded to customer questions via telephone and written correspondence regarding software, email and web based interactive tools for education.
  • Acted as a liaison between faculty and students to confirm software functionality and responsible for diagnosing and troubleshooting issues.
  • Required to create and maintain supporting documentation of customer service and troubleshooting steps taken and report frequently occurring issues to supervisor.

Education

Public Relations

Florida A&M University ~ 1994 - 1997
Tallahassee, FL

Skills

  • Customer service excellence
  • Hardware and Software Configuration
  • Problem-Solving
  • Technical Troubleshooting
  • Issue and Resolution Tracking
  • Customer Communication and Empathy
  • Multitasking Abilities
  • Attention to Detail

Timeline

Advanced Product Technician

Ricoh USA / Amazon Inc.
11.2023 - 05.2024

Advanced Product & Customer Support Rep.

Epson America, Inc.
12.2013 - 09.2023

Lead Technical Support Representative

Connexion Technologies
07.2007 - 06.2012

IT Help Desk Support Representative

University Of Phoenix Online
05.2004 - 06.2007

Public Relations

Florida A&M University ~ 1994 - 1997

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Courtney Turner-Torres