Summary
Overview
Work History
Education
Skills
Affiliations
Software
Certification
Work Availability
Interests
Quote
Timeline
CustomerServiceRepresentative

Patrick Vassell

Technical Support Specialist
Miami,FL

Summary

Qualified Advanced Technical Support Specialist with 7 years of helpdesk and customer service experience. Provides comprehensive Network security support. Adept at engaging customers by identifying issues and streamlining steps to effectively resolve technical issues. Information Security Specialist with passion for aligning security architecture plans and processes with security standards and business goals. Extensive experience developing and testing security framework for cloud-based software. Versed in robust network defense strategies on premises and cloud environments.

Overview

1
1
Certification
5
5
years of post-secondary education
6
6
years of professional experience

Work History

Tech 3 Technical Support Specialist

Comcast Business
Miramar, FL
07.2018 - Current
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
  • Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
  • Resolved system, hardware and telephone issues within 2 hours, improving efficiency among all departments.
  • Resolved over 15 technical support inquiries per day.
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Fielded average of 25 inbound phone calls to deliver effective support and remotely resolve service issues.
  • Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.
  • Activated accounts for clients interested in new services.

Customer Service Specialist

American Express
Plantation, FL
06.2013 - 09.2016
  • Achieved and consistently exceeded revenue quota through product and service promotion during routine calls.
  • Offered internal and external customers first-rate customer service to maximize satisfaction and business success.
  • Described and explained details about [Product or Service] options to inform customers and guide purchasing decisions.
  • Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction.
  • Surpassed performance goals by approaching all interactions with resourcefulness, organization and customer-centric solutions.
  • Used consultative techniques to understand customer needs and make strategic referrals to business partners.
  • Conferred with customers about concerns with products or services to resolve problems and drive sales.

Education

Associate of Science - Information Technology

Broward College
Fort Lauderdale, FL
01.2016 - 12.2018

Bachelor of Science - Computer Science And Programming

Broward College
Fort Lauderdale, FL
01.2019 - Current

Skills

System Provisioning

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Affiliations

Black Cybersecurity Association

Software

Python

MySQL

AWS

Certification

A+

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Interests

Gaming

Cooking

Researching and implementing new Technology

Quote

There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins

Timeline

A+

07-2020

Bachelor of Science - Computer Science And Programming

Broward College
01.2019 - Current

Tech 3 Technical Support Specialist

Comcast Business
07.2018 - Current

Associate of Science - Information Technology

Broward College
01.2016 - 12.2018

Customer Service Specialist

American Express
06.2013 - 09.2016

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Patrick VassellTechnical Support Specialist