Nima Weatherly
Lawton,OK
Summary
Technologically-savvy Technical Support with proven customer service, time management and multitasking abilities. Attentive to customer needs and ready to break down technical problems to develop effective solutions.
Overview
24
24
years of professional experience
1
1
Certification
Work History
iOS Support Technician
Transcom
Remote
08.2019 - 05.2020
- Demonstrated in-depth knowledge of iOS devices, including iPhones, iPads, and Apple Watch, and their operating systems
- Proficiently diagnosed and resolved technical issues on iOS devices, such as software glitches, connectivity problems, and hardware malfunctions, ensuring a seamless user experience
- Expertise in troubleshooting iOS apps, including Apple's own applications and third-party software, resulting in improved app functionality
- In-depth understanding of Apple's product ecosystem, including Macs, iCloud, and iTunes, facilitating comprehensive support for users
- Stayed current with the latest iOS versions, updates, and features, guiding users through upgrades, and enhancing their device experience
- Effectively used knowledge base articles, manuals, and documentation to find solutions and guide users, improving support efficiency
- Advised iOS users on device security best practices, ensuring the protection of sensitive information
- Demonstrated empathy towards iOS users' concerns and frustrations, contributing to a positive support experience
- Communicated technical information clearly and concisely, making complex concepts understandable to users.
Customer Service and Technical Support Representative
Sykes
Remote
12.2017 - 08.2019
- Assisted customers in selecting and booking cruise and flight packages, offering personalized recommendations that led to a 15% increase in upsell revenue
- Built strong client relationships by ensuring seamless cruise and flight booking experiences, resulting in a 90% customer satisfaction rate and a 20% increase in repeat business
- Identified and reported user interface issues on the self-service site, leading to improvements that reduced customer errors by 30% and increased online bookings by 10%
- Assisted in training new customer service and technical support representatives, ensuring a consistent and high-quality customer experience across the team
- Provided expert technical support to customers navigating the self-service website for cruise purchases, resolving complex issues promptly and improving user experience
- Collaborated with colleagues to escalate and resolve complex technical issues, fostering a supportive team environment
- Maintained accurate records of support interactions and technical solutions, enhancing support processes and knowledge sharing
- Conducted rigorous audits of customer accounts, identifying and recovering missing payments totaling $50,000, enhancing financial accuracy and client trust
- Collaborated with the finance team to streamline payment processing procedures, reducing payment errors by 25% and improving financial accuracy.
Army Information Systems Operator-Analyst
United States Army
Fort Jackson, Fort Gordon, Ansbach Germany, Fort S
03.1996 - 07.2003
- Conducted regular unit level maintenance, ensuring 98% equipment uptime, and minimizing disruptions
- Diagnosed and repaired hardware and software issues, resulting in a 20% reduction in equipment downtime
- Developed and implemented an efficient equipment tracking system, enhancing accountability, and reducing loss incidents by 25%
- Supervised a team of 10 employees, leading to a 15% improvement in equipment maintenance efficiency
- Coordinated the installation, operation, and maintenance of multi-functional/multi-user information processing systems across mobile and fixed facilities
- Contributed to the development of continuity of operations plans (COOP), information systems plans (ISP), and information management plans (IMP)
- Installed, operated, and conducted unit maintenance on information processing systems and peripheral equipment, maintaining 99% equipment functionality
- Conducted troubleshooting of automation equipment, resolving 90% of issues within one hour.
Education
Bachelor of Science - Cloud Computing
Western Governor University
Full Stack Web Development Certificate -
Kenzie Academy
Associates of Science - Multidisciplinary with concentrations in Accounting and Business
Colorado Technical University
Skills
- Troubleshooting Abilities
- Technical Support Background
- Security Protocols
- Technical Support
- Remote Support
- Data Recovery
- Issue Resolution
- Application Installations
- Complaint Resolution
Certification
CompTIA A+, CompTIA, 10/08/2023, COMP001022326165, https://www.credly.com/badges/bdbcf510-e6c9-4522-abef-e25e02cf7bcf/public_url
Timeline
iOS Support Technician
Transcom
08.2019 - 05.2020
Customer Service and Technical Support Representative
Sykes
12.2017 - 08.2019
Army Information Systems Operator-Analyst
United States Army
03.1996 - 07.2003
Bachelor of Science - Cloud Computing
Western Governor University
Full Stack Web Development Certificate -
Kenzie Academy
Associates of Science - Multidisciplinary with concentrations in Accounting and Business
Colorado Technical University
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