Joseph LaFluer
Manor,TX
Summary
Adept at troubleshooting and fostering teamwork, I excelled at The Home Depot Inc., enhancing customer satisfaction and exceeding performance targets. My experience spans from Tier 2 help desk support to streamlining workflows, leveraging skills in incident management and collaboration to achieve high-quality standards in customer support services. Technology-inclined professional possesses strong troubleshooting capabilities and a customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
7
7
years of professional experience
Work History
Product Support Technician II
The Home Depot Inc
08.2023 - Current
- Provided Tier 2 Level Help Desk support with troubleshooting and assistance for system-related issues.
- Developed and maintained detailed technical documentation to facilitate knowledge sharing among team members.
- Enhanced customer satisfaction by promptly addressing and resolving product-related issues.
- Implemented new procedures that streamlined workflows while maintaining high-quality standards for customer support services.
- Consistently met or exceeded performance targets in key areas such as first call resolution and customer satisfaction ratings.
Intern Product Support Coordinator
The Home Depot Inc
06.2018 - Current
- Supported staff members in their daily tasks, reducing workload burden and allowing for increased focus on higher-priority assignments.
- Gained valuable experience working within a specific industry, applying learned concepts directly into relevant work situations.
- Sorted and organized files, spreadsheets, and reports.
- Gained hands-on experience in various software programs, increasing proficiency and expanding technical skill set.
- Improved team productivity with regular communication and progress updates, fostering a collaborative work environment.
- Gathered and organized materials to support operations.
Product Support Technician I
The Home Depot Inc
04.2017 - Current
- Consistently met or exceeded performance targets in key areas such as first-call resolution and customer satisfaction ratings.
- Provided remote support to clients experiencing software or hardware issues, ensuring timely resolution of problems.
- Served as an escalation point for complex technical issues, leveraging advanced problem-solving skills to find creative solutions quickly.
- Diagnosed and troubleshot hardware, software, and network issues.
- Researched and identified solutions to technical problems.
Education
Associate of Applied Science - Engineering Mechanics
05.2006
Skills
- Network Troubleshooting
- Remote Support
- Ticket management
- Software Installation
- Incident Management
- Escalation management
- CAD Software
- Teamwork and Collaboration
- Microsoft Windows and Office
- Remote Technical Support
- Help Desk Support
- Technical Documentation
Timeline
Product Support Technician II - The Home Depot Inc
08.2023 - Current
Intern Product Support Coordinator - The Home Depot Inc
06.2018 - Current
Product Support Technician I - The Home Depot Inc
04.2017 - Current
Austin Community College - Associate of Applied Science, Engineering Mechanics