Garrett Cuthbertson
Sr. Technical Support Representative
Fresno,CA
Summary
Experienced employee with over 30 years of experience in customer service industry. Excellent reputation for resolving problems and improving customer satisfaction.
Overview
5
5
years of post-secondary education
18
18
years of professional experience
Work History
Sr. Technical Service Representative
Alorica
Fresno, CA
04.2018 - 03.2021
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across 5 time zones.
- Documented all transactions and support interactions in system for future reference and addition to knowledge base.
- Resolved technical cellular issues over phone with 40 customers daily.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Handled over 40 calls per shift retrieving customer data, documenting customer issues and resolutions in real time, presenting relevant product information and cancelling services.
Owner
Valu Vending Systems, Inc.
Fresno, CA
01.2009 - 12.2014
- Inspected systems, troubleshot faults and replaced malfunctioning parts with new or repaired components.
- Laid out smooth and efficient routes in order to accomplish daily requirements and achieve production targets.
- Drove company vehicle to travel to customer locations and service vending machines.
- Maintained effective supply levels by monitoring and reordering food stock and dry goods.
- Observed customer purchases in line and differentiated between standard portions.
- Carried out day-day-day duties accurately and efficiently.
- Logged mileage, stops, orders and carton counts for each route.
- Inspected and loaded delivery trucks and picked up customer returns.
- Received, counted and inspected inventory for delivery.
- Used Microsoft Word and other software tools to create documents and other communications.
- Served customers in a friendly, efficient manner following outlined steps of service.
Executive Assistant /Safety Officer
California Growing Concern, Inc.
Fresno, CA
03.2006 - 02.2009
- Identified and eliminated potential safety code deficits and addressed adequacy of fire exits, stairways, aisle spaces and sprinkler systems through annual inspections.
- Wrote, coordinated and delivered mass educational briefings focused on occupational accident trends and prevention.
- Inspected facilities for adherence to fire, hazard and safety guidelines.
- Recognized, documented and advised on removal of hazards.
- Verified monthly practice of fire drills for every work shift.
- Developed safety training procedures and documented into manuals for distribution to all staff members.
- Handled logistics, catering, agendas and travel arrangements for meeting and event planning for the Owner of the company.
- Provided multifaceted services to career professionals by running errands, managing mail, scheduling appointments and arranging transportation.
- Created a study curriculum for the Arborist recertification.
Senior Technical Support Specialist
Brand X Networks
Fresno, CA
01.2002 - 04.2006
- Assisted customers with troubleshooting issues encountered while using hardware or software, providing actionable tips to resolve problems.
- Authored communications on expanding usage via application of historical data on usage trends and click-thru rates.
- Authored use case studies for proposed websites, detailing execution costs and estimating required hosting parameters.
- Reviewed user feedback and customer support tickets to identify pain points within public user base.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Diagnosed and executed resolution for all dial-up and high speed network and server issues.
Computer Technician/Gardener
California Growing Concern, Inc.
Fresno, CA
03.2001 - 11.2002
- Linked computers to network and peripheral equipment, including printers and scanners.
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
- Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
- Laid down and spread loam and garden soil to prepare spaces for vegetable gardens, planted seeds and cultivated vegetables.
- Maintained grounds including trimming, weeding and general clean-up.
- Removed safety hazards, soiled items and trash from customer areas in parking lots of commercial properties.
Education
Associate of Arts - Network Technology
Heald College
Fresno, CA 01.2000 - 01.2003
Associate of Arts - Computer And Information Sciences
Heald College
Fresno, CA 01.2000 - 04.2002
Skills
Customer Relations
undefinedTimeline
Sr. Technical Service Representative
Alorica
04.2018 - 03.2021
Owner
Valu Vending Systems, Inc.
01.2009 - 12.2014
Executive Assistant /Safety Officer
California Growing Concern, Inc.
03.2006 - 02.2009
Senior Technical Support Specialist
Brand X Networks
01.2002 - 04.2006
Computer Technician/Gardener
California Growing Concern, Inc.
03.2001 - 11.2002
Associate of Arts - Network Technology
Heald College
01.2000 - 01.2003
Associate of Arts - Computer And Information Sciences
Heald College
01.2000 - 04.2002
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