Mitchell Berhosky
Coraopolis,PA
Summary
Dedicated Product Support Specialist offering unparalleled assistance with problematic end-user technical and data requests. Resourceful approach to scanning up-to-date specifications, ascertaining necessary hardware and software scalability to address service queries. Insightful expert at analytics, ticketing and task management while directly overseeing critical product support and customer communication. Expert QA resource with dedication to streamlining processes to meet crucial thresholds to improve product usefulness.
Overview
13
13
years of professional experience
Work History
Product Support Specialist II
Ricoh USA
Pittsburgh, Pennsylvania
06.2022 - Current
- Led analytics, communication and organizational tasks to oversee product support and interface with customers.
- Surveyed technical content and data to provide product-specific support resources.
- Performed QA assessments on software, formatting and content to improve solution usability.
- Determined appropriate solutions and plans for client issues and services and forecasted future outcomes.
- Assisted in technical support process refinement to improve customer service and support.
- Supported customers having data connectivity issues, assisting with troubleshooting steps and rebooting of hardware.
- Over 500 hours of classroom training as well as on the job training.
Department Supervisor
The Home Depot
Bridgeville, PA - Pennsylvania
02.2011 - 05.2022
- Trained and mentored new associates on department policies and procedures.
- Supervised 12 employees in various departments and delegated each one with tasks and responsibilities.
- Addressed employee issues and conflicts to provide input, feedback and coaching.
- Conducted job interviews, led employee performance evaluations and rewarded top performers to attract and retain quality personnel.
- Raised profits by setting ambitious sales goals for employees, encouraging sales staff, prioritizing customer service and resolving customer issues.
Education
Associate of Science - Information Technology - Cybersecurity
Community College of Allegheny County
Pittsburgh, PA12.2021
High School Diploma -
Roy C. Ketcham Senior High School
Wappingers Falls, New York 06.2009
Skills
- Hardware configuration
- Equipment repair
- Application installations
- Technical troubleshooting, diagnostics and documentation
- Software upgrades
- Remote support
- Electrical schematics interpretation
- Skilled in Microsoft Office Suite
- Time management skills
- Customer Service
- Exceptional written and verbal communication skills
Additional Information
Interested in all things electronic and automotive. Regularly read about and stay up to date on the latest technological advances in these fields and their applications for both business and pleasure. I also enjoy outdoor activities such as hiking and camping with my wife and our dog.
Timeline
Product Support Specialist II
Ricoh USA
06.2022 - Current
Department Supervisor
The Home Depot
02.2011 - 05.2022
Associate of Science - Information Technology - Cybersecurity
Community College of Allegheny County
High School Diploma -
Roy C. Ketcham Senior High School