Mark Colmery
Fort Mill,SC
Summary
Talented Technical Support Representative with gift for understanding needs of both business and home users. Proven skill in resolving problems quickly on first call. Detail-oriented, organized, and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success. Thorough and reliable with 20 years of experience in residential and commercial equipment repair. Focused on building long-term client relationships by providing high-quality service. To seek and maintain a full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Technical Support Representative
Power Distributors
04.2022 - Current
- 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 user experience.
- Documented customer interactions in detail within case management system, ensuring comprehensive records were maintained for future reference.
- Effectively communicated complex technical information to non-technical users both verbally and in writing.
- Managed challenging cases with professionalism and patience, ensuring timely resolutions while maintaining customer satisfaction.
- Assisted in development of comprehensive warranty policies and procedures, ensuring consistency across all business units.
- Served as primary point of contact for customers experiencing product issues, delivering exceptional service throughout entire warranty process.
Technician
Southwest Lawn Equipment
03.2015 - 04.2022
- Executed diagnostics, troubleshooting and evaluations on equipment.
- Determined maintenance requirements.
- Maintained quality assurance and customer satisfaction.
- Managed team performance by training, mentoring.
- Completed job reports and logs immediately after work was performed.
- Read manuals and manufacturer instructions to install and troubleshoot equipment.
- Maintained safe work environment by strictly adhering to established safety protocols and guidelines.
- Trained new technicians on standard operating procedures, ensuring consistency across team.
- Performed troubleshooting and diagnosis malfunctioning equipment.
- Completed complex repairs quickly by leveraging strong diagnostic skills and attention to detail.
- Demonstrated adaptability when faced with new challenges or technologies, enabling quick mastery of necessary skills.
- Installed new equipment and explained operation and routine maintenance protocols to customers.
- Explained diagnostic findings to customers and outlined repair or service options.
Technician
Oakboro, Tractor
11.2010 - 03.2015
- Explained diagnostic findings to customers and outlined repair or service options.
- Installed new equipment and explained operation and routine maintenance protocols to customers.
- Inspected equipment to diagnose operational issues.
- Diagnosed and troubleshot problems, repairing, and restoring machines to peak performance.
- Effectively communicated technical information to non-technical clients, ensuring proper understanding and utilization of equipment features.
- Responded to customer inquiries quickly and professionally to increase satisfaction.
Mechanic
Oakhurst Sales
03.2006 - 11.2010
- Inspected and tested equipment to locate worn and damaged parts.
- Replaced damaged, missing, or defective parts with new and refurbished components.
- Performed diagnostic and troubleshooting procedures to find and identify root causes of mechanical issues.
- Disassembled defective parts to make proper repairs.
- Kept equipment in good working order by following operating instructions, troubleshooting breakdowns, and maintaining supplies.
Education
High School Diploma -
Fort Mill High School
Fort Mill, SC06.2000
Apprentice Certified Technician -
Honda Engines
Master Service Technician -
Kohler Engines
Skills
- High technical skills
- Microsoft Outlook
- Application support
- Time management
- Mechanical Knowledge
- Customer rapport
- Technical Troubleshooting
- Technical Support
- Warranty Analysis
- Microsoft Office
- Report Generation
- Product Troubleshooting
Accomplishments
- Certifications: CompTIA A+ 1001 & MTA Security
Certification
- Master Service Technician, Kohler Engines - 2012
- Master Service technician, Briggs & Stratton Engines - 2022
Timeline
Technical Support Representative
Power Distributors
04.2022 - Current
Technician
Southwest Lawn Equipment
03.2015 - 04.2022
Technician
Oakboro, Tractor
11.2010 - 03.2015
Mechanic
Oakhurst Sales
03.2006 - 11.2010
High School Diploma -
Fort Mill High School
Apprentice Certified Technician -
Honda Engines
Master Service Technician -
Kohler Engines
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