Robert Hill
Advanced Auto Parts
Roanoke,VA
21
years of professional experience
Dynamic Professional Support Analyst with a proven track record at Advanced Auto Parts, excelling in incident management and customer service. Enhanced support processes, achieving exceptional customer feedback and improved response times. Skilled in support ticketing systems and adept at problem-solving, fostering strong customer relationships through effective communication and empathy.
Work History
Professional Support Analyst
20 Years 7 Months- Resolved user support tickets for POS, inventory, and order management systems.
- Tracked incident trends to identify recurring application and workflow issues.
- Escalated complex technical problems to appropriate IT and business teams.
- Documented troubleshooting steps and resolutions in ticketing system.
- Assisted end users with system navigation, account access, and process questions.
- Updated support documentation to improve consistency and response quality.
- Improved customer satisfaction by promptly addressing and resolving support issues.
- Streamlined support processes for increased efficiency and faster issue resolution.
- Established best practices for incident management, leading to improved response times and higher customer satisfaction levels.
- Met performance metrics for factors such as call volume thresholds and call time guidelines, producing exceptional customer feedback.
Education
Bachelor of Science - Business Administration
Skills
Support ticketing systems
Application support
Incident management
ITIL processes
Software knowledge
System administration
User account management
Support services
Customer service
Data collection
Call management
Customer relationship management
Activity planning
Customer engagement
Issue resolution
Operating systems
Problem-solving
Attention to detail
Customer communication and empathy
Call center operations
Customer needs assessment
Interpersonal skills
Highly professional
Timeline
Professional Support Analyst
Advanced Auto Parts
04.2005 - 11.2025Read More
Saint Paul’s College
Bachelor of Science from Business Administration
Read More