Sharon Culbertson
Lead Technical Support Specialist
Kingsport,TN
Summary
Enthusiastic, remote Technical Support and Customer Service Specialist motivated to maintain customer satisfaction and contribute to company success. Proven ability to establish excellent rapport and exceed expectations. Dependable, detail oriented and driven with strong time management and prioritization abilities.
Lead Technical Support Specialist with comprehensive experience in troubleshooting, systems analysis, and customer service. Known for strong focus on team collaboration and achieving results, adaptable to changing needs. Skilled in problem-solving, technical documentation, and training team members. Reliable and effective in high-pressure environments, ensuring consistent and optimal performance.
Knowledgeable with solid track record in resolving technical issues and leading support teams to success. Proven ability to optimize support workflows and enhance user satisfaction.
Experienced with providing top-tier technical support and managing support operations. Utilizes advanced troubleshooting techniques and team leadership to drive efficiency. Track record of maintaining high customer satisfaction and operational excellence.
Overview
18
18
years of professional experience
Work History
Lab/Mic Lead Technical Support Specialist
SCC Soft Computer
Clearwater, FL
02.2008 - Current
- Manage PTCH Projects and Go-Lives; Validate data integrity and accuracy; Identify new concerns in implemented software, keeping Teams informed of corrections needed/manual updates; Remotely take call and provide After-Hours support for all Emergency and Urgent issues; Evaluation and assignment of pending tasks for Risk-to-Health and HIPPA violations, flagging appropriately and notifying applicable Management; Executed World Class Support aligned with Programming, Management and our International Clients.
- Led technical support team, improving incident resolution times and enhancing customer satisfaction.
- Analyzed support metrics to identify trends and drive continuous improvement initiatives across departments.
- Mentored junior team members, fostering skill development and promoting a culture of knowledge sharing.
- Mange Future Correction bins and respond to Client updates
Education
Associate of Science - Healthcare; OR Scrub Tech
Florida Metropolitan University
Brandon, FL05.2007
Skills
- Proficient in communication and reliability
- Compassionate communicator
- Versatile and resilient
- Analytical decision making & Problem solver
- Flexible collaborator
- Responsive team member
- Escalation handling
- Security protocols
Accomplishments
- Certified Support Professional (CSP) Professional development completed
- Began my career as a Level 1 Associate Technical Support Specialist, advancing to Lab/Mic Lead
- Volunteered to advocate continuous remote support throughout Hurricane Irma when building had to be closed in Clearwater, FL
Timeline
Lab/Mic Lead Technical Support Specialist
SCC Soft Computer
02.2008 - Current
Associate of Science - Healthcare; OR Scrub Tech
Florida Metropolitan University