Drew Franklin
Reno,NV
Summary
Detail-oriented, organized, and meticulous employee. Works at fast pace to ensure customer satisfaction. Enthusiastic team player ready to contribute to company success. Strong written and oral communication skills resulting in knowledgeable, satisfied customers. Excellent instructional and problem-solving skills.
Overview
4
4
years of professional experience
1
1
Certification
Work History
IT Support Specialist
Sutherland Global Services
10.2022 - Current
- Created help desk tickets, troubleshot, and resolved desktop issues.
- Delivered remote technical support to 50-60 Customers a day.
- Used ticketing systems to manage and process support actions and requests.
- Answered questions and provided information to customers about billing, hardware, and technical issues.
- Implemented, troubleshoot, and provided general maintenance for computers, laptops, and various electronic devices.
- Answered phone calls. emails, and live chats work-from-home environment.
Logistics Lead
Remsa/ Care Flight
06.2022 - 10.2022
- Managed a team of logistics techs who's objective was to fully restock ambulances with all and any supplies that were needed and ready for deployment.
- Charting of out-of-service ambulances, keeping track of equipment and using Microsoft office to document everything.
- Operated forklift, managed deliveries and restock warehouse with medical supplies.
Live Chat Agent
Chime
05.2020 - 06.2022
- Responded to customer inquiries and provided accurate information via live chat.
- Assisted banking customers with direct deposits, mobile check deposits, account closures, and various other banking tasks.
- Worked as part of a remote work from home team managing logistics and excellent customer service.
- Used applications such as twilio, zendesk, and slack to communicate with customers and co-workers.
Education
Associate of Arts - Fire Prevention And Safety Technology
Truckee Meadows Community College
Reno, NV05.2025
High School Diploma -
Robert Mc Queen High School
Reno, NV06.2019
Skills
- Customer satisfaction
- Clear communication
- Empathy
- Patience
- Help Desk Experience
- Helpdesk call support
- Ticketing system proficiency
- Remote Support
- Proactive problem solving
- Dedicated team player
- Prioritizing tasks effectively
- Continuous learning
Certification
- EMT - Emergency Medical Technician
- Certified Type 2 Wildland Firefighter
Timeline
IT Support Specialist
Sutherland Global Services
10.2022 - Current
Logistics Lead
Remsa/ Care Flight
06.2022 - 10.2022
Live Chat Agent
Chime
05.2020 - 06.2022
Associate of Arts - Fire Prevention And Safety Technology
Truckee Meadows Community College
High School Diploma -
Robert Mc Queen High School