NEIL MALLON
IT Technician
Rensselaer,NY
Summary
Well-qualified support professional with positive and friendly demeanor. Strong attention to detail, effective communication skills and solid history of tackling diverse and challenging requirements. Well-versed in technical knowledge and working in 24/7 uptime environment. I relocated to the United States from Ireland in 2023 and currently work for Spectrum as a customer support representative in Mobile billing department.
Overview
7
7
years of professional experience
1
1
year of post-secondary education
Work History
Customer Service Representative
Spectrum
Schenectady, New York
04.2025 - Current
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Managed high volume of incoming calls with excellent stats across all categories.
Support Specialist | Institutional Onboarding Analyst
Voxpro powered by Telus International
03.2021 - 03.2022
- Company Overview: Contract: Coinbase - https://www.telusinternational.com
- Responsible for providing support for customers during the onboarding process while observing the company's policies regarding KYC/KYB, AML, and CDD/EDD during analysis
- Investigate, troubleshoot, and resolve cases according to SLA
- Record all interactions with customers on Salesforce CRM
- Support peers by providing clarification regarding our internal processes towards AML/CDD issues
- Follow standard procedures for appropriately escalating unresolved issues to higher support tiers
- Provide training for new hires on AML, KYB, Salesforce, DocuSign, IronClad, and other validation tools used by the company
- Manage to maintain a high-quality service level and achieve the company's goals regarding productivity and quality getting recognized by it on many occasions
- Contract: Coinbase - https://www.telusinternational.com
Operations Technical Support Rep
Telus SmartHome Security
11.2019 - 03.2021
- Company Overview: Contract: Telus SmartHome Security - https://www.telus.com
- Delivered friendly customer service through phone calls for customers based in Canada
- Troubleshooting and analysing errors to provide the customer with the most adequate solution for each issue
- Provided support for numerous security-related products, among them: panels, sensors, doorbells and security cameras and also home automation devices such as smart thermostats, light bulbs, plugs, locks, etc
- Contract: Telus SmartHome Security - https://www.telus.com
Technical Support Specialist
Nest
10.2018 - 04.2019
- Resolving hardware and software issues via email/phone
- Working with internal systems and documenting each call/email via a client ticket system
- Assisting customers with online billing and account issues
- Maintaining and supporting quality and statistical standards at all times
- Working as part of a team, working to both individual and group targets
- Escalating cases to the relevant support team while maintaining positive rapport with customers
Education
Certificate - Computer Networking and Cloud Technology
Dublin Business School
Dublin, Dublin 2 09.2013 - 06.2014
Skills
Remote support
Ticket management
Call management
Technical assistance
Customer service
Network troubleshooting
Relationship building
Mobile device support
Empathy and patience
Hardware troubleshooting
SLA compliance
Escalation handling
Problem-solving
Active listening
Product knowledge
Data entry
Timeline
Customer Service Representative
Spectrum
04.2025 - Current
Support Specialist | Institutional Onboarding Analyst
Voxpro powered by Telus International
03.2021 - 03.2022
Operations Technical Support Rep
Telus SmartHome Security
11.2019 - 03.2021
Technical Support Specialist
Nest
10.2018 - 04.2019
Certificate - Computer Networking and Cloud Technology
Dublin Business School
09.2013 - 06.2014
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