Gerry Thrash
Oakland,CA
Summary
Results-driven Technical Support Consultant with a proven track record in troubleshooting and customer engagement. Dedicated to resolving issues and enhancing user experience.
Overview
17
17
years of professional experience
Work History
Technical Support Consultant
Advanced Environmental Monitoring, Inc.
Hayward, CA
09.2011 - Current
- Provided technical support for environmental monitoring equipment and software solutions, ensuring client satisfaction and system reliability.
- Collaborated with clients to troubleshoot system issues effectively.
- Resolved customer complaints promptly with effective solutions or workarounds, contributing to improved customer retention.
- Handled customer inquiries through phone and email channels, maintaining high response quality and customer engagement.
- Trained users on product features and best practices for optimal utilization.
Technical Support Advisor
SugarSync, Inc
San Mateo, California
09.2009 - 08.2011
- Provided technical support for cloud storage solutions to enhance user experience.
- Resolved customer inquiries using ticketing systems and remote support tools.
- Analyzed user feedback to identify areas for product improvement and updates.
- Created knowledge base articles for commonly encountered issues and solutions.
Education
Bachelor of Arts - Public Relations
University of Southern California
Los Angeles, CA05-1987
Skills
- Technical troubleshooting
- Remote assistance
- Ticketing systems
- Knowledge base development
- System configuration
- Cloud infrastructure
- Customer training
Military Service
- United States Navy Lieutenant Junior Grade, honorably discharged Aug 1990
Timeline
Technical Support Consultant
Advanced Environmental Monitoring, Inc.
09.2011 - Current
Technical Support Advisor
SugarSync, Inc
09.2009 - 08.2011
Bachelor of Arts - Public Relations
University of Southern California