Michael Lefler
Technical Support Specialist
Katy,TX
Summary
Experienced Technical Support Specialist who brings 30+ years of applying exceptional customer service, conflict mediation and communication skills to address diverse needs. Smoothly mitigate customer conflicts through calm, level-headed strategies. Responsive and resilient team player with adaptable and resourceful mindset.
Overview
30
30
years of professional experience
6
6
Certifications
Work History
Customer Care Representative
C Spire
11.2023 - 02.2024
- Delivered differentiated and personalized customer experiences by executing various customer management techniques, and maintaining client satisfaction
- Responsible for resolving customer service inquiries including billing, technical troubleshooting, service change requests.
- Primary focus was on resolving customer’s needs during the first interaction to ensure attainment of organizational goals
- Was effective in identifying the technological needs for current and potential customers, and leveraging extensive product knowledge in order to effectively integrate diversified technology offerings into consumers’ lives with amazing ease and effectiveness
- Charged with bringing the C Spire strategic vision of diversified technology company to life.
Technical Support Representative
Consolidated Communications
09.2022 - 11.2023
- Answered incoming calls from customers, field technicians and other groups within the company in a timely manner to avoid high hold times and meet service level goals
- Used trouble ticketing system to actively monitor the trouble ticket queue
- Worked incoming customer trouble tickets in a timely and efficient manner
- Maintained record of all customer technical inquiries and trouble reporting in the trouble ticketing database
- Interacted with customers, Level 1 technicians, Network Operations, Customer Care, Saves, Service Quality and Sales departments to answering complex questions on function and usage for Voice, Data, Video and other supported products and services
- Applied knowledge and experience to perform testing of all video, voice, and data lines to ensure proper configuration and operation
- Investigated trouble patterns and coordinated restoration of customer services with inside and outside workforces
- Solved problems under existing general policies by researching facts, analyzing and developing solutions
- Conducted remote diagnostic of customer problems
- Identified, troubleshooted, documented and replicated customer problems quickly and accurately for resolution
- Tracked resolution through problem solving cycle and kept internal and external customers informed of all progress and resolution
- Effectively responded to customer complaints and resolved them by researching the problem and developing appropriate solutions within an empowered environment
- Reported service impairment information to the appropriate departments for quick resolution
- Notified management and other departments of major outages
- Maintained password security, data integrity and file system security
- Adapted to rapidly changing work priorities and performed multiple interrelated tasks
- Provided technical input to Products Management team when requested, to assist in general sales efforts and in resolving equipment repair problems
- Provided additional support to NOC Escalation team in gathering information to help identify network problems / solutions
- Demonstrated ability to communicate with employees as well as external customers, and an aptitude to learn network components, software applications, and hardware configurations.
Technical Support Manager
NDemand
01.2001 - 01.2011
- Identified hardware and software solutions
- Troubleshot technical issues
- Diagnosed and repaired faults
- Resolved network issues
- Spoke to customers to quickly get to the root of their problem
- Provided timely and accurate customer feedback
- Talked customers through a series of actions to resolve a problem
- Replaced or repaired the necessary parts
- Supported the roll-out of new applications
- Provided support in the form of procedural documentation
- Managed multiple cases at one time
- Tested and evaluated new technologies.
Education
Associate of Applied Science - Computer And Information Sciences
West Virginia University At Parkersburg
Parkersburg, WVSkills
- Account Management
- Technical Troubleshooting
- Issue Research
- Remote Diagnostics
- Application Installations
- Customer Experience Management
- Telephone Call Control
- Local Area Network (LAN) Engineering
- Conflict Mediation
- Inbound Customer Service
- Product Education
- Order Processing
- Customer Relationship Management
- Documentation And Reporting
- Problem Resolution
- Custom order management
- First Call resolution
- Appointment Scheduling
- Customer Service
- Payment Processing
Previous Experience
- RATED-G ONLINE, Charlotte, NC, Call Center Manager, 01/01/99, 12/01/01
- Microman inc, Dublin, OH, Network Engineer, 01/01/97, 12/01/99
- Wirefire internet services, Parkersburg, WV, Network Engineer, 01/01/91, 12/01/97
Certification
- CompTIA A+
- Certified Information Systems Security Professional (CISSP)
- Cisco Certified Network Associate (CCNA)
- CompTIA Network+
- Microsoft Fundamentals
- IBM IT Support Professional Certificate
Timeline
Customer Care Representative
C Spire
11.2023 - 02.2024
Technical Support Representative
Consolidated Communications
09.2022 - 11.2023
Technical Support Manager
NDemand
01.2001 - 01.2011
Associate of Applied Science - Computer And Information Sciences
West Virginia University At Parkersburg