Deijah Youmans
Tacoma,WA
Summary
Motivated and customer-focused Technical Support Representative with 4 Years of experience in remote technical support. Proficient in troubleshooting hardware, software, and network issues for clients across various industries. Seeking to provide reliable, high-quality support in an overnight remote role. Able to work independently, deliver fast resolutions, and offer excellent customer service with patience and professionalism.
Motivated and customer-focused Technical Support Representative with 4 Years of experience in remote technical support. Proficient in troubleshooting hardware, software, and network issues for clients across various industries. Seeking to provide reliable, high-quality support in an overnight remote role. Able to work independently, deliver fast resolutions, and offer excellent customer service with patience and professionalism.
Overview
7
7
years of professional experience
Work History
Technical Support Representative
Humana Medicare
Fort Pierce , FL
2021.09 - 2024.08
- Provide technical assistance to customers via phone, chat, and email during overnight hours
- Troubleshoot and resolve issues related to operating systems, software applications, network connectivity, and hardware
- Utilize remote desktop software to diagnose and repair customer systems
- Collaborate with Tier 2 and engineering teams to escalate complex issues and follow through until resolution
- Document customer interactions and solutions in the company's help desk system, ensuring accurate records
- Maintain a high level of customer satisfaction through professional and empathetic support.
IT Support Intern
Worldplay
Atlanta , GA
2017.03 - 2024.07
- Assisted in diagnosing hardware and software problems for in-house employees
- Set up new hardware systems, including workstations and network configurations
- Provided support for basic networking issues, including Wi-Fi and VPN troubleshooting.
Help Desk Specialist
Rentokil
Orlando , FL
2019.02 - 2021.09
- Managed inbound support tickets for a SaaS company, providing solutions to end users for technical software problems
- Guided users through setup, configuration, and troubleshooting of applications via email and chat
- Resolved 90% of customer queries in the first interaction, reducing escalations by 25%
- Assisted with writing internal documentation and user guides for common software issues
- Worked within an SLA-driven environment to ensure customer issues were addressed in a timely manner.
Education
Certified Scrum Master -
01.2024
High School Diploma -
Fort Pierce Westwood High School
01.2015
Skills
- Technical Troubleshooting
- Customer Service
- Remote Support Tools
- Communication
- Help Desk Systems
- Networking
- Documentation
- Adaptability
Additionalinformation
Available for full-time, overnight shifts., Reliable high-speed internet connection and fully equipped home office., Strong ability to work independently and manage tasks in a remote setting.
References
References available upon request.
Timeline
Technical Support Representative
Humana Medicare
2021.09 - 2024.08
Help Desk Specialist
Rentokil
2019.02 - 2021.09
IT Support Intern
Worldplay
2017.03 - 2024.07
Certified Scrum Master -
High School Diploma -
Fort Pierce Westwood High School
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