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
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
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