Lynn McCoy
Cleveland ,0H
Summary
Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Technical Support
Oracle F&B POS
Columbia, MD
09.2017 - Current
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Used ticketing systems to manage and process support actions and requests.
- Documented support interactions for future reference.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
Support Specialist
General Dynamics Information
Alexandria, VA
02.2017 - 08.2017
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Utilized ticketing system to track customer requests and prioritize urgent needs.
- Troubleshot hardware, software and network issues to identify and rectify discrepancies.
- Communicated with clients to verify roots and causes of computer problems.
Apple Technician
Apple
11.2016 - 02.2017
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Diagnosed and troubleshot hardware, software and network issues.
- Researched and identified solutions to technical problems.
- Configured hardware, devices, and software to set up work stations for employees.
Support Specialist
E.P.I.C
04.2016 - 11.2016
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Utilized ticketing system to track customer requests and prioritize urgent needs.
- Troubleshot hardware, software and network issues to identify and rectify discrepancies.
- Communicated with clients to verify roots and causes of computer problems.
Education
Bachelor Of Arts - Communication
Central State University
Wilberforce, OH06.2004
Skills
- ITIL Processes
- Wireless Networking
- Ticketing Systems
- Software Installation
- Hardware Diagnostics
- User Credential Management
- Desktop Support
- Ticket Management
- Critical Thinking
- End-User Training
- Application support
- Incident Management
- Customer Support
- Remote Desktop Management
Certification
- CompTia a+ Certification Prin - Prince George MD. 2017
Timeline
Technical Support
Oracle F&B POS
09.2017 - Current
Support Specialist
General Dynamics Information
02.2017 - 08.2017
Apple Technician
Apple
11.2016 - 02.2017
Support Specialist
E.P.I.C
04.2016 - 11.2016
Bachelor Of Arts - Communication
Central State University
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