Dora Upchurch
San Antonio,TX
Summary
Results-driven Technical Support Specialist with extensive experience in customer support, IT operations, and process optimization. Skilled in troubleshooting technical issues and implementing solutions to improve operational efficiency, resulting in a significant 20% increase in customer satisfaction. Thrives in high-pressure environments and approaches challenges with a solutions-oriented mindset.
Overview
5
5
years of professional experience
Work History
Technical Support Engineer
IntelliShift
09.2024 - 03.2025
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
- Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns.
- Enhanced customer satisfaction by resolving complex technical issues promptly and effectively.
- Performed root cause analysis of reported issues to enact corrections.
- Managed multiple concurrent support cases with precision and focus, resulting in a high rate of case closure within target timelines.
Technical Support Representative
Trimble Transportation
01.2022 - 09.2024
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
- Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.
- Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
Customer Service Representative
Elevation Connect
08.2020 - 01.2022
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Education
Associate Of Applied Arts - Teaching
Alamo Colleges
San Antonio, TX12.2016
Skills
- Technical Troubleshooting
- CRM Software (Salesforce)
- Product testing
- Active Listening Skills
- SaaS
- Network Diagnostic Tools
- Oral & Written Communication
- Multi-tasking
- Exceptional Organizational Skills
- Conflict Resolution
- Data Entry & Maintenance
- Leadership
- High Volume Calls/Emails/Chats
- Knowledgebase Development
- Root Cause Analysis
Timeline
Technical Support Engineer
IntelliShift
09.2024 - 03.2025
Technical Support Representative
Trimble Transportation
01.2022 - 09.2024
Customer Service Representative
Elevation Connect
08.2020 - 01.2022
Associate Of Applied Arts - Teaching
Alamo Colleges
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