Robert Wood
Philadelphia,Pennsylvania
Summary
Astute Application Support Specialist with proven ability to analyze, diagnose and resolve support issues. Experienced in providing comprehensive technical support to users and resolving complex technical issues. Possesses knowledge of standard operating systems and networking protocols.
Overview
18
18
years of professional experience
Work History
Senior Application Support Specialist
Synchronoss Technologies
06.2022 - Current
- Used ServiceNow and Jira to track, maintain and update trouble tickets.
- Provided 24/7 support for web- and client-based applications.
- Conducted and supported implementation delivery with client and internal departments.
- Provided support in constructing relationships within customer base to provide opportunity for expansion and growth.
- Analyzed and troubleshot integration issues.
- Collaborated with developers, analysts and project managers to expedite incident resolutions.
- Interfaced with customers and developers to diagnose problems and implement configuration requirements and solutions.
- Accommodated delivery challenges specific to SaaS delivery environment
- Diagnosed and troubleshot hardware, software and network issues.
- Created user accounts and assigned permissions.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Helped streamline repair processes and update procedures for support action consistency.
- Offered assistance in implementing and developing training programs.
- Provided training to customers on new and updated systems and software.
- Worked with law enforcement to deliver end user content for criminal investigations.
- Generated reports to track performance and analyze trends.
Application Support Specialist
Synchronoss Technologies
06.2015 - 06.2022
- Used Workfront, ServiceNow and Jira to track, maintain and update trouble tickets.
- Provided 24/7 support for web- and client-based applications.
- Conducted and supported implementation delivery with client and internal departments.
- Collaborated with developers, analysts and project managers to expedite incident resolutions.
- Interfaced with customers and developers to diagnose problems and implement configuration requirements and solutions.
- Accommodated delivery challenges specific to SaaS delivery environment
- Diagnosed and troubleshot hardware, software and network issues.
- Created user accounts and assigned permissions.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Helped streamline repair processes and update procedures for support action consistency.
- Offered assistance in implementing and developing training programs.
- Worked with law enforcement to deliver end user content for criminal investigations.
Application Support Senior Agent
Coworx
11.2014 - 06.2015
- Used ServiceNow and AtTask to track, maintain and update trouble tickets.
- Provided 24/7 support for web- and client-based applications.
- Interacted with peers in other departments, which promoted continuous share of information required for job tasks.
- Implemented process improvements in areas that were underperforming.
- Supervised team of about five people, providing exceptional coaching and mentoring.
- Handled and promptly resolved customer and end user complaints to maintain relationships.
- Resolved caller issues quickly and thoroughly.
- De-escalated and resolved end user complaints with punctual, polite and professional service.
- Maintained comprehensive product and service knowledge for accurate, informative customer advice.
- Processed customer orders quickly and accurately for timely delivery.
- Offered assistance in implementing and developing training programs.
- Generated reports to track performance and analyze trends.
Service Desk Agent
Coworx
06.2014 - 11.2014
- Addressed user customer service concerns and decided when to escalate problems to specialist team members.
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
- Engaged in user support interactions via telephone, chat and email platforms.
- Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
- Resolved common user concerns by utilizing preset issue resolution scripts.
- Answered customer telephone calls promptly and appropriately handled needs.
- Generated reports to track performance and analyze trends.
Customer Service Representative
DIRECTV
10.2005 - 04.2014
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Processed customer service orders promptly to increase customer satisfaction.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Tracked customer service cases and updated service software with customer information.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded proactively and positively to rapid change.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Team Support Specialist
DIRECTV
08.2011 - 12.2011
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Processed customer service orders promptly to increase customer satisfaction.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Tracked customer service cases and updated service software with customer information.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded proactively and positively to rapid change.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Participated in cross-functional team-building activities.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- 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.
- Translated complex technical issues into digestible language for non-technical users.
- Assisted with updating technical support best practices for use by team.
Education
No Degree - Graphic Design, Computer Animation
The Art Institute of Colorado
Denver, COHigh School Diploma -
Union High School
Tulsa, OK05.1995
Skills
- Team Mentoring
- Customer Support
- ITIL Processes
- Customer-Facing Presentation Skills
- Call Management
- Application Support
- Customer Service
- Help Desk Support
- Technical Troubleshooting
- Training Materials Development
- Training Documentation Development
- Microsoft Windows and Office
- Customer Communication and Empathy
- Technical Issues Analysis
Timeline
Senior Application Support Specialist
Synchronoss Technologies
06.2022 - Current
Application Support Specialist
Synchronoss Technologies
06.2015 - 06.2022
Application Support Senior Agent
Coworx
11.2014 - 06.2015
Service Desk Agent
Coworx
06.2014 - 11.2014
Team Support Specialist
DIRECTV
08.2011 - 12.2011
Customer Service Representative
DIRECTV
10.2005 - 04.2014
No Degree - Graphic Design, Computer Animation
The Art Institute of Colorado
High School Diploma -
Union High School
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