Summary
Overview
Work History
Education
Skills
Timeline
Generic

Lee Endyke

Derry

Summary

Adept at enhancing customer satisfaction and streamlining support processes, I bring a proven track record from GreenPages and PlumChoice. My expertise in remote support and active listening has significantly improved troubleshooting efficiency and team performance. With a focus on continuous improvement and skillful issue resolution, I excel in fast-paced environments.

Technical support professional with track record of effectively diagnosing and resolving software and hardware issues. Known for strong team collaboration and achieving results through effective problem-solving and adaptability. Possesses critical skills in network troubleshooting, system administration, and user training, coupled with results-driven mindset and reliability.

Overview

9
9
years of professional experience

Work History

Tier 2 Support Technician

GreenPages
10.2021 - 10.2023
  • Actively participated in continuous improvement initiatives aimed at optimizing existing support processes.
  • Assisted in the development of training materials to improve team knowledge and performance levels.
  • Prioritized workload effectively, ensuring prompt response times even during periods of high call volume.
  • Improved troubleshooting efficiency by creating comprehensive knowledge base articles for common issues.


3rd Shift Team Leader

GreenPages
04.2019 - 10.2021
  • Improved team efficiency by streamlining processes and implementing time-saving strategies.
  • Maintained accurate records of employee attendance, performance, and other relevant data to support company reporting requirements.
  • Delegated responsibilities appropriately, allowing each team member to fully utilize their skills and talents.
  • Led a daily huddle with all team members to discuss any issues and to delegate the shift responsibilities.

Support Analyst

GreenPages
09.2018 - 04.2019
  • Improved customer satisfaction by promptly addressing and resolving support issues.
  • Streamlined support processes for increased efficiency and faster issue resolution.
  • Trained new support analysts, contributing to the overall growth and success of the team.
  • Created user accounts and managed access control.
  • Monitored helpdesk and responded to incoming tickets to address support needs.
  • Answered customer support inquiries via specialized ticket tracking platforms.

Technical Support Representative

PlumChoice
06.2014 - 07.2016
  • Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
  • Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
  • Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
  • Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.

Education

No Degree - Information Technology

NHTI
Concord, NH
06-2010

High School Diploma -

Pinkerton Academy
Derry, NH
06-2008

Skills

  • Remote support
  • Software installation
  • Security protocols
  • Application support
  • Ticketing systems
  • Active listening
  • Issue troubleshooting
  • Customer service expert

Timeline

Tier 2 Support Technician

GreenPages
10.2021 - 10.2023

3rd Shift Team Leader

GreenPages
04.2019 - 10.2021

Support Analyst

GreenPages
09.2018 - 04.2019

Technical Support Representative

PlumChoice
06.2014 - 07.2016

No Degree - Information Technology

NHTI

High School Diploma -

Pinkerton Academy

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Lee Endyke