Prisco Nkea
Houston,TX
Summary
Detail-oriented Technical Support Specialist with over 5years+ of experience in troubleshooting and user support for software and hardware issues. Proven ability to diagnose problems and implement effective solutions, enhancing customer satisfaction through clear communication. Expertise in Windows, macOS, and Linux environments, along with network administration and security support. Strong track record of improving incident resolution times and reducing support tickets through effective documentation and training.
Overview
7
7
years of professional experience
Work History
Technical Support Representative
Alorica
New York
02.2023 - 09.2025
- Delivered Tier 1 and Tier 2 technical support for over 500 end users across various departments.
- Diagnosed and resolved hardware, software, and network connectivity issues through phone, email, and remote sessions.
- Documented and tracked incidents in ServiceNow, enhancing resolution time by 15%.
- Collaborated with internal teams to escalate complex issues and ensure prompt resolutions.
- Provided technical assistance to customers via phone and chat support.
Tech support
TurboTax
Houston
03.2020 - 11.2022
- Streamlined setup, maintenance, and troubleshooting of desktops, printers, and VoIP systems.
- Reduced user downtime by 20% through support of Office 365 and G Suite environments.
- Managed password resets, account provisioning, and permissions via Active Directory.
- Authored documentation for recurring issues, decreasing support tickets by 10%.
- Diagnosed system errors using event viewer logs and other diagnostic tools.
- Provided technical support for TurboTax software users via phone and chat.
Customer Service Representative
Costco
Peabody
05.2018 - 01.2020
- Assisted members with product inquiries and service requests effectively.
- Resolved customer complaints through active listening and problem-solving techniques.
- Processed transactions accurately in a fast-paced retail environment.
- Trained new staff on customer service protocols and operational procedures.
- Handled returns and exchanges while adhering to company guidelines consistently.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Developed strong customer relationships to encourage repeat business.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
Education
Bachelor of Science - Information And Communication Technology
University of Houston
Houston, TXSkills
- Hardware and software troubleshooting
- Customer service and communication
- Ticketing systems (Zendesk, Salesforce Jira, ServiceNow)
- Remote desktop support
- Network configuration (LAN/WAN/Wi-Fi)
- Operating systems: Windows, macOS, Linux
- Active Directory and Office 365 administration
- Technical documentation and knowledge base creation
- Incident management and root cause analysis
Languages
English
Native/ Bilingual
French
Professional
Spanish
Limited
Timeline
Technical Support Representative
Alorica
02.2023 - 09.2025
Tech support
TurboTax
03.2020 - 11.2022
Customer Service Representative
Costco
05.2018 - 01.2020
Bachelor of Science - Information And Communication Technology
University of Houston