Quincy Farris
Katy,TX
Summary
Highly-motivated technical support employee with a strong desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Detail-oriented, organized and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success. Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products. Talented Technical Support Representative with gift for understanding needs of both business and home users. Versed in troubleshooting and desktop support on Windows, Linux and Mac systems. Proven skill in resolving problems quickly on first call. Detail-oriented [Job Title] with extensive experience in telecommunications, retail and customer service. Troubleshoots highly technical, complex issues with ease and patience. Delivers Tier 2 and 3 support knowledge. Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level [Job Title] position. Ready to help team achieve company goals. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
9
9
years of professional experience
Work History
PSE Clerk
United States Postal Service, USPS
11.2014 - 12.2022
- Loaded letters onto processing equipment, removed non-processable letters and maintained continuous sorting feed.
- Loaded and unloaded shipping containers and vehicles.
- Sorted mail according to size, shape and destination.
- Used automated mail processing equipment to sort and collate mail.
- Sorted and placed mail into mailboxes and post office boxes with high levels of accuracy.
- Moved bulk containers and large parcels with forklifts.
- Released registered and special delivery letters and packages to designated recipients and obtained signatures for release.
- Provided service and sales to walk-in customers.
- Weighed letters and packages and calculated costs based on classification, weight, and destination.
- Monitored inventory of postage stamps and made orders to replenish.
- Upsold postal services like insurance and tracking.
- Weighed mail and computed pricing amounts.
- Prepared reports to track mail volumes, fees and other related data.
- Used computer systems to track packages and update client information.
- Utilized customer service skills to provide exceptional service for repeat clientele.
- Added accurate data entry into computer system to complete transactions.
Technical Support Specialist
Appex
01.2023 - 06.2023
- Worked with vendors to troubleshoot and resolve issues
- Delivered support for reported problems with desktop computers, laptops, peripherals, and mobile devices
- Installed and configured desktop computer hardware, software and peripherals using standard procedures
- Assisted individuals who had problems with computer hardware, software, or networks by asking them to describe the problem and walked customers through potential solutions
- Kept track of pending and completed computer help-desk requests
- Answered inbound phone calls, emails and live chats that were escalated to the tech department.
- Provided high-level technical support by resolving inquiries by phone, e-mail and web consistent with department and team service levels and goals.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
Internal Technical Support Representative
Customer Service Rep
07.2023 - 10.2023
- Assisted agents with various types of technical issues via phone, email, and live chat
- Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements
- Used remote login tools to assist employees with technical and product questions
- Assisted customer in understanding products, components and systems using technical demonstration
- Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Used ticketing systems to manage and process support actions and requests.
- Documented support interactions for future reference.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Monitored systems in operation and quickly troubleshot errors.
- Tested new software and hardware prior to deployment.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
Help Desk Support Technician
Tech Support Aid
11.2023 - Current
- Assisted customers with instructional support and product troubleshooting
- Supported customers with password resets and account customization
- Resolved Level 1 technical issues with software, hardware and peripherals
- Documented issues in bug tracking system for reporting
- Recorded complaints, product deficiencies, returned orders and other customer documentation in system.
- Monitored systems in operation and quickly troubleshot errors.
- Documented support interactions for future reference.
- Researched product and issue resolution tactics to address customer concerns.
- Assisted with updating technical support best practices for use by team.
- Responded promptly to incoming sales leads and requests for technical support.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Used ticketing systems to manage and process support actions and requests.
Education
Associate of Applied Science - Cyber Security
SCHOOL NAME
Southern New Hampshire 07.2023
Skills
- Supporting Computer hardware
- Supporting Hard disk arrays
- Live chat
- Email support
- 55 wmp typing speed
- Supporting Computer software
- Problem Solving
- Interpersonal Skills
- Zendesk and other CRM software
- Help Desk Support
- Customer Service Support
- Electronic components
- Automated control wiring
- Engineering principles
- Problem-solving
- Critical thinking and evaluation
- Hardware maintenance
- Help Desk Software
Timeline
Help Desk Support Technician
Tech Support Aid
11.2023 - Current
Internal Technical Support Representative
Customer Service Rep
07.2023 - 10.2023
Technical Support Specialist
Appex
01.2023 - 06.2023
PSE Clerk
United States Postal Service, USPS
11.2014 - 12.2022
Associate of Applied Science - Cyber Security
SCHOOL NAME
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