Michelle Hirt
Milano,United States
Summary
Dedicated and passionate individual with strong organizational skills seeking an entry-level position to contribute to team success and achieve company goals. With over 8 years of experience as an IT Support Specialist, skilled in technical assistance, troubleshooting, and problem resolution. Proven ability to deliver exceptional customer support service through phone and written communication. A proactive and goal-oriented professional recognized for reliability, adaptability, excellent time management, and problem-solving skills. Eager to apply new skills to drive team success and contribute to organizational growth.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Techincal Support
Cox Communications
05.2024 - 02.2025
- Proven ability to learn quickly and adapt to new situations.
- Developed strong communication and organizational skills through working on group projects.
- Passionate about learning and committed to continual improvement.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Developed and maintained courteous and effective working relationships.
- Learned and adapted quickly to new technology and software applications.
Tier 3 Technical Support Agent for Google Devices and Services
Everise
08.2015 - 04.2024
- Provided expert troubleshooting and resolution for complex technical issues related to Google Home Automation products Nest Learning Thermostat, Nest Indoor and Outdoor cameras, Nest Video Doorbell, Nest Yale Lock along with services, exceeding service level agreements and customer satisfaction goals.
- Conducted in-depth root cause analysis to identify and address recurring technical issues, leading to substantial reduction in escalations to Engineering team.
- Collaborated with cross-functional teams to provide comprehensive solutions for customers, leveraging strong technical knowledge of Google products and services.
- Assisted in the training and mentorship of Tier 1 and Tier 2 support agents, enhancing team knowledge and capabilities in handling advanced technical inquiries.
- Contributed to the development and improvement of technical support processes and documentation.
- Provided advanced technical assistance to Nest Pro's experiencing complex issues with Google devices and services, ensuring prompt and effective resolution.
- Conducted in-depth troubleshooting and diagnostic tests to identify and resolve hardware and software issues on Google devices.
- Assisted with Google Nest Pro applications, Pro Portal, Pro Store, purchases and Return Merchant Authorizations.
- Provided advanced technical support for Google devices and services, including troubleshooting complex issues related to hardware and software configurations.
- Escalated and resolved intricate customer inquiries and complaints regarding Google products, ensuring a high level of customer satisfaction.
- Collaborated with cross-functional teams to identify and address recurring technical issues, contributing to continuous improvement of products and services.
- Mentored and coached Tier 1 and Tier 2 support agents, sharing technical expertise and best practices in resolving challenging customer issues.
- Provided technical support for Google devices across all Nest products. Effectively troubleshooting and resolving complex issues for customers.
- Demonstrated expertise in diagnosing hardware and software issues, guiding customers through advanced troubleshooting steps and ensuring seamless device functionality.
- Served as a subject matter expert for Tier 1, offering guidance, coaching, and knowledge sharing to enhance overall team performance and customer satisfaction.
- Consistently exceeded performance metrics by maintaining a high customer satisfaction rating, resolving challenging technical issues, and providing exceptional service to users of Google devices and services.
Google Nest Pro
Everise
05.2019 - 06.2023
Nest Tier 2 Technical Support
Everise
05.2016 - 01.2019
Nest Tier 1 Technical Support
Everise
08.2015 - 05.2016
Education
Associates of Applied Science - Network Systems Administraon
ITT Technical Instute
Ausn, Texas06.2015
Skills
- Technical Support & Troubleshooting
- Network & Systems Administration
- Customer Service Excellence
- Leadership & Team Development
Websites
Certification
- The Bits and Bytes of Computer Networking, Google, 03/01/19, www.coursera.org/account/accomplishments...
- Technical Support Fundamentals, Google, 03/01/19, www.coursera.org/account/accomplishments...
- Continuum Help Desk Activation Specialist, Continuum, 02/01/19, verify.skilljar.com/c/cdguqjhy64ca
- Continuum Administration Specialist, Continuum, 02/01/19, verify.skilljar.com/c/ovmws3r5jsxf
- Continuum Certified IT Specialist, Continuum, 02/01/19, verify.skilljar.com/c/fmmdnfqtu5g4
Personal Information
Title: IT Support Specialist
Timeline
Techincal Support
Cox Communications
05.2024 - 02.2025
Google Nest Pro
Everise
05.2019 - 06.2023
Nest Tier 2 Technical Support
Everise
05.2016 - 01.2019
Tier 3 Technical Support Agent for Google Devices and Services
Everise
08.2015 - 04.2024
Nest Tier 1 Technical Support
Everise
08.2015 - 05.2016
Associates of Applied Science - Network Systems Administraon
ITT Technical Instute
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