Randall Sliwecki

• Document customer-reported technical issues and translate them into structured service cases
• Coordinate repair workflows between customers and technical staff
• Manage appointment scheduling and service case tracking
• Provide status updates and resolution explanations
• Maintain accurate service records and case documentation

• Triaged and prioritized incoming technical support tickets by severity and scope
• Routed cases to engineers based on specialization and urgency
• Maintained detailed case documentation and workflow records
• Coordinated resolution timelines between customers and technical teams
• Reduced ticket backlog through queue prioritization and routing accuracy

• Managed high-volume service intake and technical case documentation
• Coordinated repair workflows with technicians and customers
• Communicated technical findings and resolution steps

• Resolved 40–50 technical support cases daily across device, software, and account issues
• Achieved ~7-minute average resolution time through structured troubleshooting workflows
• Served as Tier 2 escalation point for complex technical cases
• Reviewed and validated case documentation for quality and compliance
• Handled identity verification and sensitive account security workflows
• Used internal diagnostic tools and knowledge bases to drive resolution