JOSEPH HOLY OF HOLIES
OWINGS MILLS,MD
Summary
Deliver advanced technical support and troubleshooting with a focus on improving response efficiency and customer satisfaction. Develop comprehensive training materials and collaborate with cross-functional teams to enhance service quality. Leverage skills in problem-solving and incident management to minimize downtime and optimize workflow processes.
Overview
8
8
years of professional experience
Work History
Technical Support Specialist
Klara
07.2022 - Current
- Deliver advanced technical support, ensuring timely issue resolution through collaboration and analysis.
- Act as an escalation point for Level 1 support, improving response efficiency and resolution times.
- Develop comprehensive training materials to enhance team knowledge and customer satisfaction.
- Contribute to customer success initiatives, driving measurable improvements in service quality and client retention.
- Identified and resolved issues to maintain connectivity and minimize downtime.
- Responded to user inquiries about hardware and software, explaining features and resolving questions.
- Improved customer satisfaction by efficiently resolving technical issues and providing timely support.
- Partnered with cross-functional teams to refine workflows, boosting efficiency, and reducing ticket resolution times.
- Managed and documented service tickets, ensuring accurate and timely resolutions.
- Participated in on-call rotations, maintaining global operational continuity and high availability support.
Support Analyst
Coinbase
03.2022 - 07.2022
- Utilized strong communication skills to explain complex technical concepts in a clear and concise manner.
- Provided technical assistance and support to customers via telephone, email, and remote access tools.
- Provided timely updates on progress towards resolution of customer issues via phone calls or emails.
- Contributed expertise in developing new procedures for resolving customer inquiries quickly and efficiently.
- Assisted in the development of best practices related to incident management and customer satisfaction.
Marketing Team Lead
Tesla
05.2018 - 05.2022
- Developed training materials and procedures or trained users in proper use of hardware or software.
- Read technical manuals or attended conferences and seminars to maintain knowledge of hardware and software.
- Diagnosed and resolved complex technical issues, enhancing overall customer experience and system reliability.
- Streamlined support processes for increased efficiency and faster issue resolution.
- Led promotional events to increase brand awareness and expand client acquisition.
- Implemented strategic marketing displays to enhance store visibility and customer engagement.
- Leveraged Salesforce strategies to generate leads and drive sustained customer growth.
- Conducted comprehensive research and data analysis to support strategic planning and informed decision-making.
- Developed customer-centric product solutions to align with market needs and business objectives.
- Spearheaded innovative marketing campaigns that strengthened brand recognition and customer loyalty.
- Presented findings to management and executive leadership and fielded questions to help refine strategies.
Education
Bachelor of Arts - Communication
Florida Atlantic University
05.2019
Skills
- Application support
- Incident management
- Technical support
- Technical Support & Troubleshooting
- Web Services & Ticket Management
- Time Management & Training Development
- Problem Solving & Process Improvement
- CRM & Salesforce Expertise
- Cross-Team Collaboration
Timeline
Technical Support Specialist
Klara
07.2022 - Current
Support Analyst
Coinbase
03.2022 - 07.2022
Marketing Team Lead
Tesla
05.2018 - 05.2022
Bachelor of Arts - Communication
Florida Atlantic University