Nicholas Searcy
Technical Support Specialist
Saint Francis,WI
Summary
Qualified Advanced Technical Support Specialist with 6 years of helpdesk and customer service experience. Provides comprehensive Desktop and Application support. Adept at engaging customers by identifying issues and streamlining steps to effectively resolve technical issues.
Overview
6
6
years of professional experience
2
2
years of post-secondary education
Work History
Technical Support Specialist
CoreLogic
Milwaukee, WI
07.2021 - Current
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Fielded average of 20 inbound phone calls to deliver support and remotely resolve service issues.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
- Recorded and maintained relevant notes for each client and work order.
- Created support documentation that enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Documented transactions and support interactions in system for future reference and addition to knowledge base.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
Technical Support Analyst
Northwestern Mutual / Apex Systems
Milwaukee, WI
10.2019 - 03.2021
- Was responsible for interfacing with satellite offices, home office agents, and vendor partners through various telecommunication platforms to diagnose and solve technical issues in timely manner
- Maintained customer satisfaction rating of 95% for past 2 years as well as being recognized for attention to detail regarding technical aptitude in field offices and home office
- Collaborated with vendors to locate replacement components and resolve advanced problems
- Offered remote support for cloud-based and web-based clients via phone, email, and chat.
- Authored technical requirement documentation to suit business goals and technological limits.
IT Consultant
Kohl's / CrossCom
Milwaukee, WI
03.2017 - 10.2019
- Served as point of contact between stores and their employees and corporate offices of Kohls
- Worked with various departments to make address any technical needs as presented themselves
- Led meetings with department officials and management to determine best course of action to deal with technical issues and to best support staff in field
- Maintained 85% satisfaction rate and advocated on their behalf to maintain transparency and champion better communication with them from corporate side
- Provided Tier 1 IT support to non-technical internal users through desk side support services
- Monitored systems in operation and input commands to troubleshoot areas
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones
- Contributed ideas and suggestions in team meetings and delivered updates on deadlines, designs and enhancements.
- Implemented and managed operating systems and software, security systems and intrusion detection systems.
Post Closing Agent
Waterstone Mortgage Corporation
Milwaukee, WI
06.2015 - 01.2017
- Was responsible for collecting and reviewing documents for accuracy
- Interfaced regularly with state bond agencies and mortgage lending partners to ensure that loans were packaged and received within applicable funding timeline
- Met regularly with Management to ensure that funding goals were met and formulate plans to increase production in order to meet additional goals
- Maintained weekly and monthly calendars to ensure that funding timelines were preserved, and that corrective documentation was executed in order to meet those timelines
- Managed scheduled meetings to maintain satisfaction of both buyers and sellers and facilitate smooth purchases.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
Education
Associate of Applied Science - Computer Simulation and Gaming
Milwaukee Area Technical College
Milwaukee, WI 10.2014 - 01.2017
Skills
Technical issues analysis
Desktop support
Remote IT Implementation
Application support
Ticket support system management
Issue troubleshooting
Microsoft Outlook
Account management
Technical documents comprehension
Technical Support
Timeline
Technical Support Specialist
CoreLogic
07.2021 - Current
Technical Support Analyst
Northwestern Mutual / Apex Systems
10.2019 - 03.2021
IT Consultant
Kohl's / CrossCom
03.2017 - 10.2019
Post Closing Agent
Waterstone Mortgage Corporation
06.2015 - 01.2017
Associate of Applied Science - Computer Simulation and Gaming
Milwaukee Area Technical College
10.2014 - 01.2017