Summary
Overview
Work History
Education
Skills
Timeline
Generic

Octavias Ware

Chandler,Arizona

Summary

Technical support leader with strong communication and problem-solving skills. Proven ability to resolve complex technical issues and enhance user satisfaction. Highly collaborative team player who adapts to changing needs and drives results. Proficient in troubleshooting, system administration, and customer relations. Known for reliability and results-driven approach.

Overview

11
11
years of professional experience

Work History

GMT III

Amentum
01.2023 - 09.2023
  • Operated varied hand and power tools to complete repairs.
  • Followed work orders and specifications for machine and equipment replacement, repair, or maintenance.
  • Followed safety protocols to minimize workplace accidents.
  • Troubleshot equipment breakdowns and performed preventive maintenance.
  • Completed daily, weekly, and monthly checklists on building equipment to maintain records of scheduled maintenance procedures.
  • Developed hands-on skills in carpentry, electrical work, and plumbing through consistent practice under supervision.
  • Maintained, installed, repaired and altered piping systems, plumbing fixtures, traps and soil waste and vent pipes.
  • Assisted in the installation of plumbing, electrical, and HVAC systems for comprehensive building functionality.
  • Solved complex plumbing emergencies, minimizing property damage and client inconvenience.
  • Demonstrated versatility in skill set, effectively handling a range of maintenance tasks from painting and drywall repair to basic electrical and plumbing work.

Customer Success Representative

Executive Placements
01.2022 - 11.2023
  • Performed routine account reviews to evaluate client status and uncover potential opportunities.
  • Partnered with cross-functional teams to represent customer interests and influence product enhancements.
  • Promoted teamwork through the exchange of best practices and collaborative problem-solving.
  • Provided ongoing training sessions for clients in order to maximize software adoption and utilization.
  • Managed a portfolio of key accounts, ensuring timely issue resolution and consistent communication with stakeholders.
  • Recognized as top performer, consistently meeting or exceeding key performance metrics for the department.
  • Worked closely with sales team on understanding customer requirements, promoting products and delivering sales support.
  • Solved complex technical issues for clients, leading to significant decrease in repeat support calls.

Technical Support Lead

Cennox
05.2019 - 10.2021
  • Analyzed trends in support requests, proactively addressing common issues through knowledge base updates and preventative measures.
  • Managed a diverse team of technical support specialists, providing guidance and mentorship to enhance professional growth.
  • Reduced call wait times by implementing effective call routing strategies and prioritizing urgent cases.
  • Improved first-call resolution rates with thorough troubleshooting techniques and extensive product knowledge.
  • Collaborated with product development teams for timely identification of bugs and software improvements, contributing to overall product quality enhancement.
  • Tracked KPIs and created continuous improvement plans.
  • Developed and implemented training initiatives for new hires.

Plumbing Apprentice

Power Plumbing & Sewer Contractor
01.2014 - Current
  • Listened to instructions from journeyman plumber, gaining valuable onsite job training.
  • Removed old sinks, toilets, and pipes in preparation for installation of new fixtures.
  • Performed basic and semi-skilled work under supervision and instruction from lead plumber.
  • Unclogged sinks and toilets for customers using tools and drain cleaners.
  • Followed safety practices with tools and general behaviors to prevent accidents and safeguard equipment.
  • Ensured safety on job sites by strictly adhering to occupational health and safety standards.
  • Tested for leaks in new and repaired systems to verify functional and safe working condition.

Education

High School Diploma -

Skyline Preparatory High School
Phoenix, AZ
05-2015

Skills

  • Active listening
  • Customer success management
  • Microsoft outlook
  • Account management
  • Ticketing systems
  • Customer de-escalation
  • Problem-solving abilities
  • Technical troubleshooting
  • Windows Support
  • iOS Support
  • Plumbing repairs
  • Commercial plumbing experience

Timeline

GMT III

Amentum
01.2023 - 09.2023

Customer Success Representative

Executive Placements
01.2022 - 11.2023

Technical Support Lead

Cennox
05.2019 - 10.2021

Plumbing Apprentice

Power Plumbing & Sewer Contractor
01.2014 - Current

High School Diploma -

Skyline Preparatory High School

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Octavias Ware