Summary
Overview
Work History
Education
Skills
Websites
Timeline
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Robin Rice

Greenville,SC

Summary

As a highly experienced Sr. Technical Advisor, a proven track record of providing exceptional technical support to both individual and corporate clients. With a deep understanding of the latest 5G technologies and Networking concepts. a strong technical foundation, problem-solving skills, and experience in troubleshooting hardware and software. I am committed to consistently exceeding expectations and solving the most complex technical challenges. I am dedicated to delivering the highest level of expertise and professionalism to every interaction.

Overview

12
12
years of professional experience

Work History

Technical Support Engineer

Verizon
09.2014 - 09.2023
  • Provide Tier 2 support on Network and Software for Routers, Android, IOS, Connected Cars, Smart Watches
  • Leveraged effective communication skills to collaborate with vendor representatives to resolve technical issues in a timely and efficient manner
  • Achieved first contact resolution rate of 97% by responding quickly to help request tickets, providing detailed solutions and information for inquiries, and providing technical advice.
  • Conducted thorough testing and validation of hardware and software configurations, ensuring 100% compliance with industry standards and reducing post-implementation issues by 25%
  • Backup, extract, and install operating system and drivers as needed
  • Investigate, analyze, and recommend solutions for customer issues; collaborate with management and internal IT on recurring issues
  • Successfully diagnosed, troubleshot, and resolved a variety of technical issues
  • Manage network tickets Remedy ITSM
  • Document and replace equipment as needed
  • Experience with networking basics such as QOS, TCP, UDP, DNS, DHCP, IP Addressing, 2.4GHz, 5GHz, Ping, manual testing
  • Systems: Remedy on the web, Slack, Zoom, and Fusion Cloud.
  • Provided coaching and mentoring to employees.

Desktop Support Specialist

Samsung Electronics
08.2011 - 09.2014
  • Set up and configured desktops, laptops, and mobile devices, ensuring all devices were optimized for performance and in compliance with Samsung's IT policies
  • Installed, updated, and maintained various software applications, including Samsung-specific tools and third-party software, ensuring software compliance and security
  • Maintained high levels of user satisfaction by providing excellent customer service, as evidenced by consistently positive feedback and a 97% satisfaction rating
  • Fragment har Drive, manually install drivers, and ship out equipment as needed
  • Demonstrated strong analytical and problem-solving skills to resolve complex technical issues
  • Trained new hires on customer support best practices, resulting in decreased average handle time
  • Maintained accurate and up-to-date documentation of troubleshooting procedures, system configurations, and user manuals, streamlining support processes
  • Consistently recognized by management for providing outstanding customer service.

Education

ITT Technical Institute-Greenville

Skills

  • Quality Assurance Testing
  • Technical Documentation
  • Technical Troubleshooting
  • Team collaboration and communication
  • Up-selling Techniques
  • Remote Desktop Support
  • Software Installation
  • Multitasking capabilities

Timeline

Technical Support Engineer

Verizon
09.2014 - 09.2023

Desktop Support Specialist

Samsung Electronics
08.2011 - 09.2014

ITT Technical Institute-Greenville

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Robin Rice