Guy Sawyer
Surprise,AZ
Summary
Creative Technical Support Representative eager to find novel and productive solutions for customer issues. Adapts to unique complaints and queries with thorough research and expert critical thinking skills. Committed to problem resolution and customer satisfaction.
Overview
14
14
years of professional experience
Work History
Technical Support Supervisor
Storage Commander
Temecula, CA
11.2008 - 06.2022
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Used ticketing systems to manage and process support actions and requests.
- Documented transactions and support interactions in system for future reference and addition to knowledge base.
- Loaded software, granted permissions and configured hardware for new employees as part of onboarding process.
- Managed high levels of call flow and responded to technical support needs.
- Provided documentation on start-up, shut down and first-level troubleshooting of technical processes to support desk staff.
- Provided replacement files to customers missing data, media files, and software components.
- Provided support for networking protocols and characteristics.
- Fielded average of 16 inbound phone calls to deliver support and remotely resolve service issues.
Education
Bachelor of Science - IT Studies
University of Phoenix
Tempe, AZAssociate of Science - General Education And Computer Studies
Mira Mar
San Diego, CAHigh School Diploma -
University of San Diego High School
San Diego, CA06.1978
Skills
- New Hire Orientation
- Data Recovery
- Organizational Skills
- Software Diagnosis
- Technical Troubleshooting
- Issue and Resolution Tracking
- User Support and Troubleshooting
- Customer Support Needs Assessment
- Software Evaluation
- Technical Support and Assistance
- Collaborative Team Player
- Resolving Problems and Incidents
- Employee Relationships
Timeline
Technical Support Supervisor
Storage Commander
11.2008 - 06.2022
Bachelor of Science - IT Studies
University of Phoenix
Associate of Science - General Education And Computer Studies
Mira Mar
High School Diploma -
University of San Diego High School
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