Joshua Honeycutt
Technical Support Representative
41 Hilton School DR, Hazard,KY
Summary
Astute Technical Support Rep with proven ability to analyze, diagnose and resolve computer user support issues. Experienced in providing comprehensive technical support to users and resolving complex technical issues. Possesses knowledge of standard operating systems and networking protocols.
Overview
4
4
years of professional experience
6
6
years of post-secondary education
Work History
Tier 1 Technical Support Representative (A&T)
Rightworks
11.2023 - Current
- Managed inbound calls for customers of Rightworks Cloud Hosting, providing customer service, troubleshooting issues, and addressing inquiries.
- Managed over 40 customer calls per day.
- Collaborated with teammates to identify recurring issues and develop long-term solutions.
- Monitored systems in operation and quickly troubleshot errors.
- Maintained detailed records of customer interactions, noting solutions provided for future reference.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Escalated high-priority incidents to appropriate departments, ensuring swift resolution and minimal downtime.
Data Services Agent
Intuit
07.2022 - 11.2023
- Managed complex cases involving high-risk clientele or unique circumstances, successfully mitigating potential challenges through diligent research and collaboration with colleagues.
- Responsible for repairing customer data files, resolving balance sheet issues, and troubleshooting intermittent issues, unexpected results, and online-banking issues
- Repairing customer data files, resolving balance sheet issues, and troubleshooting intermittent issues, unexpected results, and online-banking issues
- Understand importance of customer data security, handling sensitive company information, and processes of disposing of information when necessary
Experienced in Quickbooks Desktop client and all of its file formats and functions - Identify file issues, research resolution, then apply fixes in SQL client using custom scripts.
Customer Service Rep
SYKES
04.2022 - 07.2022
- Managed high-volume inbound calls from Intuit QuickBooks Online customers, utilizing active listening and problem-solving skills to efficiently address inquiries, troubleshoot technical issues, and provide exceptional customer service.
- Sought ways to improve processes and services provided.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Delivered prompt service to prioritize customer needs.
Meat/Produce Associate
Walmart
01.2020 - 03.2022
- Maintained tidy and organized area to comply with cleanliness standards.
Assisted with weekly inventory counts. - Assisted customers in locating specific items within the produce area, ensuring they found what they needed efficiently and effectively.
- Utilized in-store system to locate inventory and place special orders for customers.
Enhanced customer satisfaction by providing efficient, friendly service and maintaining a clean, organized produce section. - Utilized dollies and pallet jacks to unload and organize merchandise from delivery trucks.
- Reduced shrinkage by monitoring prices accurately and verifying that all products were labeled correctly before stocking them on shelves.
Education
Associates Degree in Information Technology - Information Technology
Hazard Community & Technical College
Hazard, KY 06.2018 - 05.2021
General Diploma -
Perry County Central HS
Hazard, KY 08.2015 - 05.2018
Skills
Confluence
Splunk
Quickbooks Desktop
Quickbooks Online, Drake, Sage 50, Lacerte
Data Recovery
Hardware diagnostics
Call Center Operations
Multitasking
Microsoft Office Suite Certification
Ticket management
Escalation procedures
SQL, Python, C
Ticket support system management
Multitasking
Timeline
Tier 1 Technical Support Representative (A&T)
Rightworks
11.2023 - Current
Data Services Agent
Intuit
07.2022 - 11.2023
Customer Service Rep
SYKES
04.2022 - 07.2022
Meat/Produce Associate
Walmart
01.2020 - 03.2022
Associates Degree in Information Technology - Information Technology
Hazard Community & Technical College
06.2018 - 05.2021
General Diploma -
Perry County Central HS
08.2015 - 05.2018