Summary
Overview
Work History
Education
Skills
Affiliations
Websites
Education
Timeline
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Farooq Toppa

Keller,TX

Summary

Technical Support Specialist with 7+ years of experience in delivering high-quality customer service and resolving complex technical issues across diverse platforms. Expertise in troubleshooting software, hardware, and application challenges, leading to improved user satisfaction and operational efficiency. Proven track record in managing support tickets, conducting training sessions, and collaborating with cross-functional teams to enhance system performance. Proficient in help desk support and incident management, consistently providing tailored solutions to boost client productivity.

Overview

9
9
years of professional experience

Work History

Technical Support Representative

Charles Schwab
Westlake, TX
05.2024 - 01.2025
  • Delivered multi-channel support via phone, chat, and email for Schwab’s trading platform.
  • Resolved technical issues while providing real-time guidance on platform functionality.
  • Guided customers through trade execution, fund transfers, electronic forms, and account management.
  • Assisted with downloading and interpreting custom reports and account statements for clarity.
  • Supported third-party API integrations to connect Schwab accounts with external vendor platforms.
  • Utilized Salesforce CRM for logging support tickets and tracking customer interactions.
  • Reported suspicious activities to the fraud team, safeguarding client data integrity.
  • Trained customers on key features of Schwab's website and app to enhance user proficiency.

Technical Support Representative

TD Ameritrade
Southlake, TX
01.2017 - 05.2024
  • Assisted customers in navigating online trading platform and mobile apps with step-by-step guidance.
  • Created and managed customer logins, assigning permissions per firm principals' requests.
  • Coordinated with API team to facilitate third-party data sharing through technical requests.
  • Guided customers through DocuSign e-signature process for document completion and approval.
  • Trained users on trade submissions, money transfers, account billing, and platform features.
  • Reported account compromises to risk team to enable timely blocking of affected accounts.
  • Trained new hires on platform usage while providing feedback to enhance service quality.
  • Documented customer interactions thoroughly and conducted follow-ups to ensure satisfaction.

Data Entry Specialist

Saaqin Skin Care Products
Hicksville, NY
01.2016 - 02.2017
  • Maintained high volumes of transactional and inventory data with 100% accuracy to ensure client account integrity.
  • Coordinated order processing and data updates across teams to fulfill client expectations.
  • Managed digital records of receipts, invoices, and transactions to facilitate efficient audits.
  • Ensured confidentiality of sensitive information in compliance with industry standards.
  • Collaborated with teams to resolve data discrepancies and enhance order processing efficiency.
  • Supported compliance by adhering to policies regarding data handling and record-keeping.
  • Conducted regular audits to verify accuracy and adherence to operational guidelines.

Education

Certificate - Full Stack Web Development

General Assembly
Queens, NY
06-2016

Information Technology -

Nassau Community College
Garden City, NY
01.2010

Skills

  • Microsoft Office Suite
  • Collaboration tools
  • Customer service and support
  • Help desk management
  • Technical documentation
  • Incident management
  • Verbal and written communication
  • Technical troubleshooting
  • Application support
  • Linux and Mac systems
  • Call center operations
  • User training and support
  • Salesforce CRM expertise
  • API integration skills
  • Problem solving strategies
  • Fraud detection techniques
  • Web development technologies

Affiliations

  • Chosen as a New Hire Trainer based on exceptional efficiency and customer support skills, responsible for onboarding and mentoring new team members in technical support processes and platform navigation.
  • Studying on TryHackMe: Actively enhancing cybersecurity knowledge through hands-on labs and challenges focused on network security, penetration testing, and ethical hacking.

Education

other

Timeline

Technical Support Representative

Charles Schwab
05.2024 - 01.2025

Technical Support Representative

TD Ameritrade
01.2017 - 05.2024

Data Entry Specialist

Saaqin Skin Care Products
01.2016 - 02.2017

Certificate - Full Stack Web Development

General Assembly

Information Technology -

Nassau Community College

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Farooq Toppa