Rick Jordan
Jacksboro,TN
Summary
Dedicated Technical Support Specialist with over 40 years of experience in troubleshooting and resolving diverse technical issues. Known for effective communication and mentoring, contributing to improved customer satisfaction and team performance. Technical Support, field service, and training for Intel and Flextronics.
Overview
43
43
years of professional experience
1
1
Certification
Work History
Technical Support Specialist
BTU International
Billerica MA
11.1982 - 05.2025
- Resolved technical issues for clients, ensuring optimal product performance and customer satisfaction.
- Provided comprehensive support for troubleshooting software,mechanical, electrical, plumbing, and hardware-related challenges.
- Mentored junior staff in technical procedures, fostering a collaborative work environment.
- Analyzed recurring technical problems, implementing solutions to minimize future occurrences.
- Collaborated with cross-functional teams to integrate client feedback into system enhancements.
- Improved customer satisfaction by efficiently resolving technical issues and providing timely support.
- Documented support interactions for future reference.
- Escalated critical incidents requiring specialized expertise to appropriate departments, facilitating swift resolutions.
- Trained new hires on technical support procedures, contributing to overall team success and performance improvement.
- Provided high-level technical support by resolving inquiries with on-site visits, phone, e-mail and web consistent with department and team service levels and goals.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Achieved high first-call resolution rates through diligent troubleshooting efforts and comprehensive product understanding.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Served as a subject matter expert within the team for specific technologies or products, sharing knowledge with colleagues when needed.
- Installed, configured and maintained computer systems and network connections.
- Configured hardware, devices, and software in order to facilitate part orders.
- Developed and implemented preventive maintenance procedures.
- Developed training materials to educate users on product functionalities and best practices.
Education
Electronics
Hesser College
NashuaSkills
- Technical troubleshooting energized up to 600 Volts AC
- PLC Troubleshoot software and hardware issues
- Remote and in-person troubleshooting
- Hardware upgrades
- Customer support
- Schematic interpretation
- User training
Certification
- Currently or past certifications in: CPR, First Aid, Confined spaces, Explosive gases, Electrical safety, Fork Lift.
Timeline
Technical Support Specialist
BTU International
11.1982 - 05.2025
Electronics
Hesser College