Dwight Schiesser
Austin,TX
Summary
Dynamic Tier 2 Technical Support Specialist with a proven track record at Amazon, excelling in remote technical support and customer satisfaction. Skilled in network configuration and proactive problem-solving, I enhanced documentation processes and implemented training programs, significantly improving resolution times and team performance. Committed to delivering exceptional service and innovative solutions.
Overview
19
19
years of professional experience
Work History
Tier 2 Technical Support Specialist
Amazon
02.2019 - 04.2025
- Led initiatives to update internal knowledge bases with relevant information on emerging technologies, trends, or tools that impacted the role of a Technical Support Specialist positively.
- Enhanced customer satisfaction by resolving complex technical issues and providing efficient solutions.
- Assessed technical complexity of tickets to escalate to Tier 3 team.
- Developed comprehensive documentation for frequently encountered issues to facilitate faster resolutions.
Google Nest Tier 2 Specialist
Everise
04.2015 - 08.2016
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
- Implemented new training programs for staff, leading to higher employee retention rates and better overall performance.
- Enhanced customer satisfaction with timely and accurate issue resolution.
- Helped create global chat system which insured agents have the right information to give to customers
Target
Backroom Target Supercenter
11.2012 - 08.2013
- Worked effectively in fast-paced environments.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Managed time efficiently in order to complete all tasks within deadlines.
- Organized and detail-oriented with a strong work ethic.
Assistant Store Manager
GameStop
01.2006 - 08.2012
- Managed cash registers efficiently, ensuring accurate transactions, balancing drawers daily, and minimizing discrepancies.
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Enhanced store appearance for increased sales by maintaining cleanliness and implementing strategic merchandise displays.
- Rotated merchandise and displays to feature new products and promotions.
Education
Bachelor of Science - Sociology
Texas State University
San Marcos, TX08-2021
Skills
- Remote technical support
- Customer support
- Network configuration
Timeline
Tier 2 Technical Support Specialist
Amazon
02.2019 - 04.2025
Google Nest Tier 2 Specialist
Everise
04.2015 - 08.2016
Target
Backroom Target Supercenter
11.2012 - 08.2013
Assistant Store Manager
GameStop
01.2006 - 08.2012
Bachelor of Science - Sociology
Texas State University