Martin Michael
Technical Advisor (Tier 3)
Arlington,TX
Summary
Skilled Technical Support Advisor with broad base of experience in technical support and operations. Resolves problems quickly, delivering high levels of customer satisfaction.
Overview
2
2
years of post-secondary education
8
8
years of professional experience
Work History
Technical Advisor
Check Point Software Technologies Ltd.
Irving, TX
02.2019 - Current
- Cultivated technical expertise concerning at-issue products by reviewing up-to-date documents.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
- Documented all transactions and support interactions in system for future reference and addition to knowledge base.
- Processed over 500 support requests yearly for technical assistance on wide range of issues related.
Help Desk Agent
Revolution Retail Systems
Carrollton, TX
06.2017 - 02.2019
- Provide technical support via telephone to end users and technicians.
- Utilize remote troubleshooting software to resolve and diagnose issues.
- Audit open and closed cases for compliance with company policy.
- Research complicated multi step issues over several open and closed cases.
- Handle complicated issues involving high profile clients or problematic technicians.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues related to cash management systems.
Consultation Agent
Geek Squad - Best Buy
Mansfield, TX
08.2016 - 06.2017
- Use built in diagnostics as well as third party software to identify hardware issues.
- Manually remove harmful and problematic programs from file system and registry.
- Manual installation of Windows updates.
- Import and Export Outlook data files.
- Setup user account and personalize computers to fit client needs.
- Install hardware in client machines.
- Transfer and store client data securely.
- Educate end users on known malicious software.
- Support and train sales associates.
Customer Service Specialist
Best Buy
Mansfield, TX
09.2013 - 08.2016
- Offer excellent customer service and accurate product information.
- Field customer inquiries via telephone.
- Resolve customer issues and concerns.
- Process returns and exchanges.
- Collected customer feedback and made process changes to exceed customer satisfaction goals of 95%.
- Helped customers complete purchases, locate items and join reward programs to promote loyalty, satisfaction and sales numbers.
Cashier
Walmart
Mansfield, TX
05.2013 - 09.2013
- Provide professional and accurate service to customers.
- Answer customer product and service questions.
- Price match items for customer inquiries.
- Complete extra and miscellaneous tasks for managers.
Education
No Degree - Associate's Degree
Tarrant County College District
Fort Worth, TX 09.2013 - 09.2015
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Skills
Time management
Good listening skills
Troubleshooting
Linux
Detail-oriented
Firewall functionality
Strong troubleshooting skills
Networking and routing protocol expertise
Quote
Almost everything worthwhile carries with it some sort of risk, whether it’s starting a new business, whether it’s leaving home, whether it’s getting married, or whether it’s flying into space.
Chris Hadfield
Timeline
Technical Advisor
Check Point Software Technologies Ltd.
02.2019 - Current
Help Desk Agent
Revolution Retail Systems
06.2017 - 02.2019
Consultation Agent
Geek Squad - Best Buy
08.2016 - 06.2017
No Degree - Associate's Degree
Tarrant County College District
09.2013 - 09.2015
Customer Service Specialist
Best Buy
09.2013 - 08.2016
Cashier
Walmart
05.2013 - 09.2013