Summary
Overview
Work History
Education
Skills
Work Availability
Quote
Timeline
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Regina Swan

Arlington,TX

Summary

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. Detail-oriented, organized and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success.

Overview

10
10
years of professional experience

Work History

Technical Support Support Level 4 (Lead Agent)

Alert 360
02.2017 - Current
  • 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.
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Responded to customer inquiries and provided technical assistance over phone.
  • Created user accounts and assigned permissions.

Technical Support Agent

NCR
11.2016 - 07.2017
  • Assisted customers in identifying issues and explained solutions to restore service and functionality for Aloha POS.
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.
  • Maintained and updated Aloha POS customer service database.
  • Used ticketing systems to manage and process support actions and requests.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Analyzed issues to identify troubleshooting methods needed for quick remediation.
  • Explained technical information in clear terms to promote better understanding for non-technical users.
  • Walked individuals through basic troubleshooting tasks.

Technical Support Associate

Telvista Call Center
08.2013 - 11.2016
  • Analyzed issues to identify troubleshooting methods needed for quick remediation.
  • Recorded and maintained relevant notes for each client and work order.
  • Resolved issues with systems, hardware and telephones quickly and accurately.
  • Prepared technical responses to requests for quotes, assigning costs, timeframes and alternative solutions.
  • Documented support interactions for future reference.
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.

Education

Associate of Arts - Health Administration

University of Phoenix
Tempe, AZ

No Degree - Certificate / Office Assistant / Receptionist

East Metro Opportunities Industrialization Center
Saint Paul, MN

Skills

  • Customer Support Needs Assessment
  • MS Office Proficiency
  • Windows Vista
  • Business Development
  • Desktop Support
  • Configuring Devices
  • Troubleshooting and Assistance
  • Customer Service Expertise
  • Issue Troubleshooting
  • Call Center Operations
  • Organizational Skills
  • Resolve Technical Problems
  • Account Management
  • Staff Training
  • Responding to Technical Questions

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote

Whether you think you can or whether you think you can’t, you’re right!
Henry Ford

Timeline

Technical Support Support Level 4 (Lead Agent)

Alert 360
02.2017 - Current

Technical Support Agent

NCR
11.2016 - 07.2017

Technical Support Associate

Telvista Call Center
08.2013 - 11.2016

Associate of Arts - Health Administration

University of Phoenix

No Degree - Certificate / Office Assistant / Receptionist

East Metro Opportunities Industrialization Center

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Regina Swan