Summary
Overview
Work History
Education
Skills
Timeline
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Gabriel White

Charlotte,NC

Summary

Friendly Help Desk Technician with 5 years quickly and effectively resolving customers' technical issues. Dedicated to exceeding client expectations by verifying satisfactory resolutions for every submitted ticket. Skilled at maintaining positive communications even in stressful situations. Ready to leverage deep technical knowledge and amiable personal interactions to provide superlative technical responses.

Overview

7
7
years of professional experience

Work History

Enterprise Tech Support 1

Spectrum Enterprise
11.2022 - Current
  • Troubleshot and diagnosed problems to accurately resolve wide range of technical issues.
  • Trained users on how to operate components and systems.
  • Explained technical information in clear terms to non-technical individuals to promote better understanding.
  • Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
  • Walked individuals through basic troubleshooting tasks.
  • Monitored systems in operation and quickly troubleshot errors.
  • Configured hardware, devices, and software to set up work stations for employees.
  • Responded promptly to incoming sales leads and requests for technical support.

Spectrum Business Tier 1 & 2 Representative

Spectrum Business
06.2018 - 11.2022
  • Documented support interactions for future reference.
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.
  • Managed high levels of call flow and responded to coax and VOIP technical support needs.
  • Researched product and issue resolution tactics to address customer concerns.
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Translated complex technical issues into digestible language for non-technical users.
  • Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
  • Created user accounts and assigned permissions.

Lab Assistant

Winthrop University
08.2016 - 06.2018
  • Assisted with support duties such as filling products, labeling products, testing samples and taking inventory.
  • Managed specimen sample handling, receiving, storage and inventory.
  • Maintained lab by calibrating equipment and cleaning surfaces and items used.
  • Demonstrated flexibility working in a fast-paced and ever-changing environment.
  • Prepared specimens for testing and analysis.
  • Logged samples correctly into computerized tracking system.
  • Worked closely with lab staff on special projects.
  • Carefully reviewed test results for accuracy.

Education

No Degree - Biology

Winthrop University
Rock Hill, SC

High School Diploma -

South Pointe High School
06.2010

Skills

  • Organizational Skills
  • Issue and Resolution Tracking
  • Tracking and Documentation
  • Employee Computer Support
  • LAN and WAN Assessment
  • Customer Communication and Empathy

Timeline

Enterprise Tech Support 1

Spectrum Enterprise
11.2022 - Current

Spectrum Business Tier 1 & 2 Representative

Spectrum Business
06.2018 - 11.2022

Lab Assistant

Winthrop University
08.2016 - 06.2018

No Degree - Biology

Winthrop University

High School Diploma -

South Pointe High School

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Gabriel White