Harrison Fife
Spicewood,TX
Summary
Dynamic technical support professional with advanced skills in troubleshooting complex issues and delivering effective solutions. Strong emphasis on team collaboration and results-driven performance, complemented by a flexible approach to adapting to evolving challenges. Proficient in network configuration, software diagnostics, and system optimization, supported by a keen analytical mindset and exceptional communication abilities. Currently pursuing an Electrical Engineering degree with a focus on microprocessors and nano-devices, providing a solid foundation of knowledge to enhance technical expertise and drive impactful results.
Overview
8
8
years of professional experience
Work History
Advanced Technical Support Specialist
Mindglobal (Tesla)
Austin, TX
08.2023 - 02.2026
- Aided global employees with device support needs. Offered dedicated after-hours assistance to VIP personnel in EMEA/APAC. Oversaw strategic device support for Tesla's international workforce, ensuring seamless user experience. Spearheaded after-hours assistance program for VIPs in EMEA/APAC, improving service delivery. Elevated device support efficiency for Tesla's global team, driving enhanced user satisfaction. Successfully provided targeted after-hours support to high-priority VIPs in EMEA/APAC.
- Analyzed and rectified tablet and desktop network device configurations, improving overall operational performance.
- Developed and maintained collaborative relationships with key carriers including Verizon, AT&T, Rogers, Telus, Truphone, Telia, Tele2, and Vodafone to enhance overall service quality.
- Coordinated daily shipments of company devices, facilitating efficient service to EMEA region clients.
Technical Support Specialist / Sales / Fulfillment
MindStart (Eightsleep)
Austin, TX
05.2023 - 08.2023
- Achieved high customer satisfaction levels through effective resolution of inquiries via inbound calls, emails, and tickets related to eightsleep products. Resolved member issues with apps and network products, leading to improved troubleshooting outcomes. Facilitated product installations that contributed to a notably enhanced user experience.
- Achieved seamless order and exchange processing, enhancing overall customer experience. Converted potential members through effective engagement during sales calls. Streamlined fulfillment processes through collaboration with manufacturers.
- Provided training and support to new team members, enhancing overall team performance and customer satisfaction.
- Analyzed and rectified complex technical problems through systematic troubleshooting and strategic problem-solving approaches.
Tier 1&2 Technical Support
Provision Security
Austin, TX
03.2022 - 04.2023
- Utilized remote access technology to conduct thorough diagnostics and troubleshooting of client desktops and network devices.
- Configured and maintained networking devices and products, including routers, modems, network switches, IP phones, DVRs, and NVRs.
- Managed inbound call and ticket processing for product-related issues, ensuring timely resolution.
- Worked effectively in fast-paced environments. Self-motivated, with a strong sense of personal responsibility.
- Leveraged ISP portals and remote access tools to diagnose and resolve network issues on Windows devices.
- Advanced to tier 2 support within four months of employment. Oversaw resolution of complex escalated cases pertaining to product configuration and network troubleshooting that required specialized intervention.
Tier I Technical Support / Quality Control
ROI Call Center Solutions
Austin, TX
07.2021 - 04.2022
- Executed call handling for inbound and outbound communications, utilizing various CRM systems to support state rent relief initiatives.
- Facilitated applicant assistance by leveraging remote viewing software to address technical support challenges and clarify state laws on rent relief.
- Elevated to Quality Control responsibilities following five months of effective Tier 1 support, ensuring adherence to quality standards.
- While in QC I analyzed and resolved escalated cases and unique outliers, ensuring adherence to dynamic state regulations for program integrity.
- Streamlined application processing to QA, securing a top 3 position among 25 team members with a 97% approval rate.
Player Services Supervisor
Troon Golf
San Marcos, TX
07.2019 - 05.2021
- Implemented new processes for player services team of and guest services teams (team of 17), optimizing daily operational management.
- Introduced a comprehensive handbook focusing on operational efficiency and consistency. Established structured guidelines for daily tasks to optimize workflow. Led the creation of a handbook that prioritized efficiency and repetitive tasks. Designed streamlined procedures to enhance the daily operational framework.
- Facilitated pro shop activities, providing assistance and maintaining operational efficiency when required.
Customer Service / Head Engraver / Fulfillment
Pipe Hitters Union
Austin, TX
05.2018 - 07.2019
- Oversaw daily customer service operations, including call and email management, order fulfillment, and product manufacturing, ensuring alignment with order volume.
- Executed machine setups and adjustments for embroidery processes, enhancing product quality and design accuracy.
- Led a team of 6 in managing comprehensive order fulfillment processes, including shipping and inventory oversight. Oversaw social media engagement strategies to enhance customer interaction and brand presence. Supervised customer inquiries, ensuring efficient handling of returns and exchanges via call and email.
- Assisted in the operation of a newly acquired laser carbon laser engraver. Attended classes to identify optimal products and learn operational techniques.
Education
Electrical Engineering
Texas State
San Marcos, TX05-2026
Mathematics & Engineering
Alvin Community College
Alvin, TX09-2017
Mathematics & Engineering
Ranger Community College
Ranger, TX05-2016
Chemical Engineering
University of Louisiana
Lafayette, LA05-2015
Skills
- Strong background in technical support, problem-solving, and customer relationship management 8 Years of experience
- Experienced in client communication and support
- Support systems expertise
- Fostering collaboration with users and customers
Timeline
Advanced Technical Support Specialist
Mindglobal (Tesla)
08.2023 - 02.2026
Technical Support Specialist / Sales / Fulfillment
MindStart (Eightsleep)
05.2023 - 08.2023
Tier 1&2 Technical Support
Provision Security
03.2022 - 04.2023
Tier I Technical Support / Quality Control
ROI Call Center Solutions
07.2021 - 04.2022
Player Services Supervisor
Troon Golf
07.2019 - 05.2021
Customer Service / Head Engraver / Fulfillment
Pipe Hitters Union
05.2018 - 07.2019
Electrical Engineering
Texas State
Mathematics & Engineering
Alvin Community College
Mathematics & Engineering
Ranger Community College
Chemical Engineering
University of Louisiana