Joseph Oddo
Centereach,NY
Summary
Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing hardware and software support to users. Adept at analyzing system performance and configurations to drive optimal user experience.
Overview
22
22
years of professional experience
6
6
Certificate
1
1
Language
Work History
Technical Support, Tier II
Air Techniques
Melville, NY
03.2024 - Current
- Provide dealer technicians direct support on both wet and dry vacuum/evacuation systems and top-of-the-line air compressors ensuring that every dental practice can run smoothly.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Learned and adapted quickly to new technology and software applications.
- Excellent communication skills, both verbal and written.
Senior Technical Customer Support Specialist
Zebra Technologies
07.2007 - 10.2023
- Advanced to Tier II technical support, serving a diverse client base, including associates, end-users, business partners, OEMs, and distributors, managing over 50 calls daily.
- Primary contact in a high-volume call center, providing tailored support and resolving problems efficiently, handling 60+ customer interactions daily via calls, emails, and live chat.
- Achieved 95% average customer satisfaction, evidenced by positive survey feedback.
- Followed standard operating procedures, enhancing product and service reputation and reducing repeat customer complaints by 20%.
- Used CRM software for accurate documentation and record-keeping, logging 100% of interactions.
- Worked with engineering to troubleshoot and reduce common customer-reported issues by 30%.
- Contributed to the creation of a comprehensive knowledge base for future reference and issue resolution.
- Maintained in-depth knowledge of products, staying up-to-date on new features, updates, and bug fixes to better assist customers.
- For faster query resolution, collaborated with internal resources such as engineering departments when needed.
Technical Support
Leviton Manufacturing
05.2004 - 06.2007
- Managed over 50 daily calls in a high-volume call center, efficiently delivering technical support and documenting each of the 50+ interactions in CRM software.
- Instructed 30+ end-users weekly on wiring connections, component locations, and relevant electrical information for installations using electrical diagrams.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Skilled at working independently and collaboratively in a team environment.
- Paid attention to detail while completing assignments.
Specialist
U.S. Army Reserves
03.2002 - 07.2007
- Completed comprehensive U.S. Army training, including Basic Combat Training (BCT) and Advanced Individual Training (AIT), mastering fundamental soldier skills, physical fitness, weapons handling, first aid, and teamwork, reflecting over 500 hours of rigorous instruction.
- Prepared for diverse roles, contributing to over 20 combat, support operations, and peacekeeping missions.
- Developed strong communication and organizational skills through working on group projects.
- Organized and detail-oriented with a strong work ethic.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Strengthened communication skills through regular interactions with others.
Education
Bachelors of Science Degree - Computer Information Systems
St. Joseph’s University
Patchogue, New York06.2013
Associate of Arts Degree - Computer Networking And Operations
Gibbs College
New York, New York06.2001
Skills
- Microsoft Word
- Microsoft Excel
- Microsoft Outlook
- Salesforce
- Cloud Storage
- Customer Support / Technical Support
- Customer Relationship Management (CRM)
- Computer Networking
- Data Entry
- OEM (Original Equipment Manufacturer)
- 1st Level Support
- 2nd Level Support
- Resolve Customer Issues
- Organizational Skills
- Customer Satisfaction
- Problem Solving Skills
- Veteran
- Wiring Systems
- Wiring Diagrams
- National Electrical Code
- Analyst
- Active Listening
- Highly Professional
- Software Installation
- Data Recovery
Websites
Certification
- CompTIA A+
- GOOGLE Foundations of Cyber security
- GOOGLE Connect and Protect: Networks and Network Security
- GOOGLE Play It Safe: Manage Security Risks
- St. Joseph’s University, Information Technologies Applications Business
- St. Joseph’s University, Information Technologies Applications Program
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Work Preference
Work Type
Full TimeWork Location
RemoteHybridOn-SiteTimeline
Technical Support, Tier II
Air Techniques
03.2024 - Current
Senior Technical Customer Support Specialist
Zebra Technologies
07.2007 - 10.2023
Technical Support
Leviton Manufacturing
05.2004 - 06.2007
Specialist
U.S. Army Reserves
03.2002 - 07.2007
Bachelors of Science Degree - Computer Information Systems
St. Joseph’s University
Associate of Arts Degree - Computer Networking And Operations
Gibbs College
Similar Profiles
Thomas ColiicaThomas Coliica
Repair Associate at Air TechniquesRepair Associate at Air Techniques
Douglas HoveyDouglas Hovey
Area Sales Manager AUS/NZ at Air TechniquesArea Sales Manager AUS/NZ at Air Techniques
Muhammad Irfan Bin EmtihanMuhammad Irfan Bin Emtihan
Site Coordinator at Techniques Air-Conditioning & Engineering Pte LtdSite Coordinator at Techniques Air-Conditioning & Engineering Pte Ltd