Levy Schultz
Help Desk
Central City,KY
Summary
I'm passionate about technology and connecting people to IoT. I’m eager to grow my skillset and upskill my certifications. I’m studying for the CompTIA A+ as well as the CCNA. My career goals drive me. MY 2 Year Goal is to earn a Help Desk Specialist position. My 4 Year Goal is to become IT Project Management.
My people skills are my super power. I’ve never met a stranger. I strive to help and teach others, thrive in crowds and fast pace environments, the more people, the more energy, the better. Being passionate about technology, I can understand, relate, and care about real struggle new users face with new software and applications. Our customers and clients come from all different parts of the world, different backgrounds, and education levels. They need a professional to guide them on their path.
Overview
6
6
years of professional experience
7
7
years of post-secondary education
4
4
Certifications
2
2
Languages
Work History
Tier 2 Technical Support Specialist
Verizon Soluto
Remote, United States
10.2020 - Current
- Remote viewing and maintenance of customer equipment
- Assessed technical complexity of tickets to escalate to Tier 3 team.
- Dispatched field service technicians to correct issues requiring in-person technical assistance.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Increased sales by educating prospects on benefits of products and services in comparison to competitors.
- Upsold products and services to increase company revenue 12% beyond targets.
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
- Performed technical troubleshooting and diagnosis, software installation and information gathering to keep infrastructure operational.
- Mentored less experienced team members to improve customer responses and work towards one-touch tickets.
- Received inbound phone calls transferred from Tier 1 specialists to research and resolve advanced technical issues.
- Shepherded customers through ongoing or multifaceted technical struggles to research long-term solutions.
- Update systems, operations, and applications
Technical Support Specialist
Xfinity Home
Remote, United States
02.2018 - 09.2020
- Provided high-level technical support by resolving inquiries by phone, e-mail and web consistent with department and team service levels and goals.
- Fielded average of 15 inbound phone calls, email, & chat daily to deliver support and remotely resolve service issues.
- Debugging + Troubleshooting + Diagnostics + Customer Education + Home Security Repair + Operating System Diagnostics
- Suggested software and hardware modifications to reduce lag time and improve overall speed.
- Developed and tested new product offerings prior to release to assist development team in bug identification.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Monitored systems in operation and quickly troubleshot errors.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Activated accounts for clients interested in new services.
- Created support documentation that enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
- Patiently walked individuals through basic troubleshooting tasks.
- Explained technical information in clear terms to promote better understanding for non-technical users.
Technical Support Representative
Asurion Insurance Services
Remote, United States
05.2017 - 01.2018
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Offered troubleshooting of connectivity issues across networks such as Wi-Fi, cellular and peripherals.
- Translated complex technical issues into digestible language for non-technical users.
- Researched product and issue resolution tactics to address customer concerns.
- Provided documentation on troubleshooting of technical processes to support desk staff.
- Used ticketing systems to manage and process support actions and requests.
- Identified potential sales and cross-selling opportunities and informed supervisor.
Customer Service Representative
Support.Com In
Remote, United States
02.2016 - 04.2017
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Responded to customer requests for products, services and company information.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Processed customer adjustments to maintain financial accounts.
Education
Associate of Science - Computer Science
Madisonville Community College
Madisonville, Ky 08.2006 - 05.2008
Certification - Electrical Engineering
Muhlenberg Co Career-Tech Center
Greenville, Ky 08.2004 - 05.2006
High School Diploma -
Muhlenberg County High School
Greenville, KY 08.2002 - 05.2006
Skills
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Certification
CompTia A+
CompTia A+ Technical Support Fundamentals -
Currently half way through earning my certifications.
3 courses out of 5 Completed in the Google IT Support Professional Certification
Timeline
CompTia A+
08-2022
Technical Support Fundamentals
07-2022
Networking - Bits & Bytes
06-2022
Tier 2 Technical Support Specialist
Verizon Soluto
10.2020 - Current
NCRC Silver Certificate
08-2018
Technical Support Specialist
Xfinity Home
02.2018 - 09.2020
Technical Support Representative
Asurion Insurance Services
05.2017 - 01.2018
Customer Service Representative
Support.Com In
02.2016 - 04.2017
Associate of Science - Computer Science
Madisonville Community College
08.2006 - 05.2008
Certification - Electrical Engineering
Muhlenberg Co Career-Tech Center
08.2004 - 05.2006
High School Diploma -
Muhlenberg County High School
08.2002 - 05.2006
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