Donald Balash
Bay City,MI
Summary
Accomplished Technical Support with over 18 years of information technology support experience. Tech-savvy professional well-versed in installing and configuring computer systems, diagnosing hardware and software defects and supporting new application roll-outs. Certified in Cisco Networks, Security, Switch's and Performance-Based PC Pro. Committed to providing efficient, high-quality support.
Overview
27
27
years of professional experience
Work History
Technical Support Representative
Kforce Global Solutions Home Depot
Bay City, MI
08.2022 - 01.2025
- Diagnosed system errors and implemented solutions to resolve them.
- Conducted research into product-related issues, identified solutions, and provided accurate information to customers.
- Recommended upgrades or additional features that could enhance user experience.
- Assisted customers with installation of new hardware and software applications.
- Identified potential areas for improvement in existing products or services.
- Troubleshot customer inquiries related to software and hardware issues.
- Ensured compliance with company policies and procedures regarding technical support operations.
- Provided technical assistance to customers through phone, email and chat support.
- Resolved escalated customer service issues in a timely manner.
- Documented all activities related to technical support including processes, updates, changes made.
- Provided training and guidance to junior staff members as needed.
- Collaborated with other departments such as sales, marketing, and engineering, as required.
- Served as first point of contact for incoming technical service calls and emails.
- Assisted customer in understanding products, components and systems using technical demonstration.
Unemployment
Unemployment
Bay City, MI
03.2020 - 02.2022
- Managed household errands and other essential duties.
Technical Support Specialist
Dow Onsite AVI-SPL
Midland , MI
08.2018 - 03.2020
- Received inbound phone calls from Dow Employees to provide first-level support and remotely troubleshoot issues with service, equipment or customer accounts. Help contribute a 95 percent or better department success rate.
- Install, setup Provision new laptops for Dow server access as needed. Reconfigure and Troubleshoot Employee VPN's, Outlook and router conflicts. Help customer download and Install Dow software center applications and updates.
- Configure Service Now, Office 365, WebEx and Cisco VPN. Android OS, IOS Mobile Devices. MS Teams, Azure, MobileIron, Enterprise Monitored service orders, closed service tickets and Bitlocker recovery keys for employee PC access..
- Communicated with customers to identify issues, walk through solutions using Webex PC to PC remotely troubleshoot and initiate corrective actions to restore service and functionality. Record monitor Webex meetings and live
- DTV broadcast meetings.
- Communicated with customers to identify issues, walk through solutions and initiate corrective actions to restore service and functionality.
- Managed household errands and other essential duties.
Dispatcher
Charter Communications
Saginaw, MI
06.2017 - 07.2018
- Answered customer requests with information about product availability, shipping information and status updates.
- Scheduled and dispatched over 75 daily roadside assistance calls based on caller locations and available employees.
Dispatcher
NuC02
Stuart, FL
12.2015 - 11.2016
- Maintained current knowledge of all personnel in field and all completed deliveries or delays.
- Reviewed routes, daily traffic and weather conditions to adjust plans, meeting daily requirements and service needs.
Dispatcher/Customer Representative
Home Town Cable
Port Saint Lucie, FL
04.2013 - 12.2015
- Evaluated customer account information to assess current issues and determine potential solutions.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Technical Support/Dispatcher/Customer Service Representative
Comcast Cable
West Palm Beach, FL
02.1998 - 04.2012
- Assessed Technician cable outage issues to determine appropriate troubleshooting methods for remediation.
- Supported Internet customers and technicians having data connectivity issues, assisting with troubleshooting steps and rebooting of hardware. Coordinate location of outages with engineering and NOC.
- Set up PCs , Printers and laptops for office use
- Monitored service orders to completion and closed service tickets.
Education
Associate of Applied Science - IT Support
Delta College
University Center, Mi07.2020
Associate of Applied Science - Electrical, Electronics Engineering Technologies
Delta College
University Center, MISkills
- Experience with Windows Environment, Mac OS , Server 2012
- End user Support in a Corporate Environment
- Customer support needs assessment
- Technical Instruction
- Remote Technical Assistance
- Troubleshooting and Diagnosing
- Remote desktop services and support
- Application installations
- Technical Troubleshooting
- Hardware upgrades
- Hardware diagnostics
- Customer service excellence
Timeline
Technical Support Representative
Kforce Global Solutions Home Depot
08.2022 - 01.2025
Unemployment
Unemployment
03.2020 - 02.2022
Technical Support Specialist
Dow Onsite AVI-SPL
08.2018 - 03.2020
Dispatcher
Charter Communications
06.2017 - 07.2018
Dispatcher
NuC02
12.2015 - 11.2016
Dispatcher/Customer Representative
Home Town Cable
04.2013 - 12.2015
Technical Support/Dispatcher/Customer Service Representative
Comcast Cable
02.1998 - 04.2012
Associate of Applied Science - IT Support
Delta College
Associate of Applied Science - Electrical, Electronics Engineering Technologies
Delta College
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