Mark Foster
Hartford,CT
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
23
23
years of professional experience
1
1
Certification
Work History
Sr Business Technical Support Analyst
Rogers Communication
01.2008 - Current
- Provide telephone/ Chat/ email technical support to Corporate / small business customersHandled Escalated calls and Provided chat / Telephone support to Level 1 Reps as escalation Team Support
- Managed a diverse caseload of technical inquiries while maintaining a focus on quality service delivery and prompt issue resolution.High Speed Wireless LTE/ 5G Business Internet
- Android and IOS Device, Personal Hotspots
- High Speed Cable Internet Support
- Cisco Cradle point LTE backup, Meraki Access Points
- Business Telephone and Fax
- VoIP Telephone/ Unison Virtual Office System.
- Researched and identified solutions to technical problems.
- Configured and tested new software and hardware.
- Resolved complex technical issues for clients, enhancing overall system performance.
- Maintained high levels of customer satisfaction through empathetic listening and effective communication skills.
Technical Analyst
United Healthgroup - Oxford Healthplan
07.2006 - 08.2007
- Provided telephone technical support to Oxford Health Plan Employees
- Password reset and Account locks
- Remote connection via Citrix
- Troubleshoot Desktop, Printing issue
- Setup Lotus Notes, Outlook accounts
Technical Ambassador/ Team Lead
CheckFree Corp
01.2002 - 02.2005
- Handled escalated calls as team lead
- Served as liaison between Tech Support, Customer Service, Regional Coordinators and Shipping
- Trained new hire Call Center Reps on bill payment process and equipment troubleshooting
- Provided telephone technical support to field agents with software, hardware and networking issues
- Walked agents through reprogramming and troubleshooting Accupay Bill Payment Terminals
- Guided onsite technicians installing CheckFreePay software and troubleshoot connectivity issues
- Assisted Quality Assurance Dept as Test Technician and manage ISP accounts
- Re-imaged PCs and pre-configure terminals for distribution to retailers and field Reps
FMS - Technical Analyst
Veeder Root
01.2001 - 01.2002
- Provided national technical support via telephone, satellite connection and the Internet to Fuel Management customers (Exxon, Mobil, Shell and Texaco)
- Remotely programmed and ran Gross and Periodic tank/line leak detection test using various software programs such as ProComm Plus and other in house software on NT 4.0 platform
- Guided onsite technicians and attendants via telephone to troubleshoot monitoring equipment
- Relayed fuel spill information to have Emergency Environmental Cleanup Team dispatched.
Education
Bachelors - Computer Science
Charter Oak State College
New Britain, CT08.2025
Zendesk Customer Service Professional Certificate -
Zendesk / Linked-In
Online01.2023
Technical Support Fundamentals -
Coursera
Online06.2022
Associate Degree - Liberal Arts
Capital Community Technical College
Hartford, CT01.2004
Diploma - Electronics/Computer Repair
Technical Careers Institute
Windsor, CT01.2002
Skills
- MS Windows, Mac OS ,
- MS Office, MS Teams
- Wireless - Android, IOS Expert
- VOIP/ Virtual Office
- TCIP, DNS, Wan, LAN
- Salesforce, Remedy Ticket Management
- Remote/ Hybrid experience
Skillsummary
- Customer Service Expert
- Remote/ Hybrid work experience
- Exceptional Troubleshooting Skills
- Salesforce, Remedy Ticket Management
Certification
A+ Certification Comptia
Zendesk Customer Service Pro CertificateLinked-In
Technical Support Fundamentals Coursera
Career Essentials Generative AI Microsoft / LinkedIn
Lambda Test Software Testing Prof Cert Linked-In
Generative AI Fundamentals Certificate Coursera
References
References furnished upon request
Timeline
Sr Business Technical Support Analyst
Rogers Communication
01.2008 - Current
Technical Analyst
United Healthgroup - Oxford Healthplan
07.2006 - 08.2007
Technical Ambassador/ Team Lead
CheckFree Corp
01.2002 - 02.2005
FMS - Technical Analyst
Veeder Root
01.2001 - 01.2002
Bachelors - Computer Science
Charter Oak State College
Zendesk Customer Service Professional Certificate -
Zendesk / Linked-In
Technical Support Fundamentals -
Coursera
Associate Degree - Liberal Arts
Capital Community Technical College
Diploma - Electronics/Computer Repair
Technical Careers Institute
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