Gage Thompson
Dawsonville,USA
Summary
Technical Support professional with a passion and aptitude for technology and learning – currently working toward a AWS Solutions Architect certification and pursuing a Bachelor's degree in Information Technology as a part time student. Driven and hard working with a demonstrated track record of goal achievement. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
6
6
years of professional experience
Work History
Call Center Technician
NRTC - National Rural Telecommunications Cooperative
03.2024 - Current
- Streamlined call center operations by implementing effective troubleshooting techniques.
- Provided excellent customer care for 1200+ members by responding to requests, assisting with technical issues and handling ordering functions.
- Adhered to company policies and scripts to consistently achieve sub 15-minute call-time and high quality standards.
- Conducted detailed investigations into system malfunctions, ensuring accurate identification of underlying causes for swift remediation efforts.
Customer Experience Agent
Faire Wholesale
05.2022 - 12.2023
- Worked with both Brands and Retailers to guarantee fair commerce transactions on Faire platform
- Provided exceptional customer service by responding to inquiries, addressing concerns, and resolving issues promptly and accurately
- Solved a high volume of incoming customer tickets and live chats regularly reaching over 100 tickets a week.
- Collaborated with internal team members to resolve customer concerns and deliver enhanced customer experiences.
Support Engineer
Play On! Sports
05.2021 - 05.2022
- Provided high-quality automatically produced sports streams for viewers across the US
- Worked with customers and other organizations to troubleshoot product-related issues through Zendesk, ensuring the network's streams are fully functional
- Supervised projects that would provide active maintenance, configuring, or repairs to 1000+ machines
- Ensured broadcasts were being commentated correctly daily by our business partner.
ForTech Engineer
Forsyth County Schools
08.2018 - 05.2019
- Collaborated with teachers and staff on-site to create a constructive learning environment through the integration of technology
- Utilized Unity ticket software to efficiently assist staff with tech-related issues as well as log resolution to the issue
- Worked with the team to provide cost-effective solutions to tech-related issues
- Imaged and set up new Computers/Hardware.
Education
Information Technology
Eastern Gateway Community College
Skills
- Adaptability
- Help desk
- Critical Thinking
- Zendesk
- Leadership Skills
- Teamwork and Collaboration
- Problem-Solving
- Technical Troubleshooting
- Relationship Building
- Script adherence
- Stress Tolerance
- Resolving issues
Timeline
Call Center Technician
NRTC - National Rural Telecommunications Cooperative
03.2024 - Current
Customer Experience Agent
Faire Wholesale
05.2022 - 12.2023
Support Engineer
Play On! Sports
05.2021 - 05.2022
ForTech Engineer
Forsyth County Schools
08.2018 - 05.2019
Information Technology
Eastern Gateway Community College
Similar Profiles
John KingJohn King
IT Support Specialist L3 at NRTC - National Rural Telecommunications CooperativeIT Support Specialist L3 at NRTC - National Rural Telecommunications Cooperative
Jacob ChasteenJacob Chasteen
Help Desk Supervisor at NRTC - National Rural Telecommunications CooperativeHelp Desk Supervisor at NRTC - National Rural Telecommunications Cooperative
Amber WilkinsAmber Wilkins
Help Desk Technician at NRTC - National Rural Telecommunications CooperativeHelp Desk Technician at NRTC - National Rural Telecommunications Cooperative