Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Sharon TShinene

Hamilton

Summary

With a proven track record at RDI Connect, I excel in technical support and customer service, demonstrating exceptional problem-solving and team collaboration skills. Leveraging expertise in remote troubleshooting and documentation management, I've significantly enhanced customer satisfaction and operational efficiency. My ability to analyze data and manage ticket support systems sets me apart, ensuring high-quality service delivery.

Overview

5
5
years of professional experience

Work History

Technical Support Representative

RDI Connect
Blue Ash
04.2022 - 01.2025
  • Handled customer service issues by providing guidance or escalating for advanced support.
  • Provided technical assistance to customers through phone, email and chat support.
  • Supervised and directed workers engaged in installation of data communication equipment and software.
  • Maintained up-to-date case documentation for future reference.
  • Documented all customer interactions and resolutions in the ticketing system for future reference and reporting.
  • Maintained up-to-date knowledge of the latest technology trends, tools, and best practices in technical support.
  • Assisted customers with various types of technical issues via email, live chat, and telephone.
  • Assisted customers with installation of new hardware and software applications.
  • Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
  • Provided technical support and troubleshooting services to end-users experiencing hardware and software issues.
  • Used remote login tools to assist clients with technical and product questions.
  • Participated in special projects as assigned by management team.
  • Walked customers through common phone hardware and software configurations to maximize service functionality.
  • Troubleshot customer inquiries related to software and hardware issues.
  • Assisted customers with password resets, account unlocks, and security settings adjustments.
  • Answered user inquiries to resolve computer software or hardware operation problems.
  • Served as first point of contact for incoming technical service calls and emails.
  • Conducted remote diagnostics to identify and solve technical problems.
  • Escalated complex issues to senior technical staff, ensuring proper follow-through until resolved.
  • Ensured compliance with company policies and procedures regarding technical support operations.
  • Documented all activities related to technical support including processes, updates, changes made.
  • Resolved customer problems via phone, email, and chat, ensuring timely and effective solutions.
  • Developed and delivered training sessions to customers on how to use products more effectively.
  • Documented customer complaints and inquiries for use in technical documentation and bug tracking.
  • Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
  • Utilized various software and tools to streamline processes and optimize performance.

Careg

Spectrum
Liberty
08.2021 - 03.2022
  • Followed care plan and directions to administer medications.
  • Followed safe lifting and transferring techniques to transport residents.
  • Reported concerns to nurse supervisor to promote optimal care.
  • Monitored vital signs including blood pressure and pulse rate.
  • Monitored vital signs and medication use, documenting variances, and concerning responses.
  • Provided emotional support to elderly clients and their families.
  • Attended workshops or seminars related to care giving practices or new technologies used in homecare settings.
  • Monitored health and well-being of clients and reported significant health changes.
  • Maintained clean and well-organized environment for client happiness and safety.
  • Managed medications according to instructions provided by the physician or pharmacist.
  • Transported clients to medical appointments and other errands.
  • Adhered to strict confidentiality guidelines while handling sensitive information related to clients' health conditions or personal matters.
  • Planned and prepared healthy meals and snacks for clients and provided assistance with eating when necessary.
  • Obtained sources of entertainment for clients to provide full and enjoyable daily activities.
  • Helped clients adjust to new lifestyles during periods of incapacitation or recuperation.
  • Assisted with daily living activities such as bathing, dressing, eating, and mobility.
  • Accompanied clients on outdoor activities when necessary.
  • Provided companionship to reduce loneliness and isolation of elderly individuals.
  • Assisted clients with maintaining good personal hygiene.
  • Supported bathing, dressing and personal care needs.
  • Laundered clothing and bedding to prevent infection.
  • Aided with mobility and independence for disabled individuals and continually monitored safety.
  • Drove clients to doctors' appointments and social outings.
  • Drove clients to shop for groceries, attend doctor appointments and run errands.
  • Performed household tasks such as laundry, cleaning, shopping, meal preparation.
  • Encouraged clients to participate in social activities within their community.
  • Assisted with meal planning to meet nutritional plans.

Crew Member

McDonald's
West Chester
07.2020 - 07.2021
  • Served food quickly for positive guest experiences.
  • Organized dining room tables with condiments, napkins and other necessities prior to seating guests.
  • Maintained safe food handling practices to prevent germ spread.
  • Processed payments on cash register and counted back bills and change to patrons.
  • Maintained organized storage areas for food products, beverages and restaurant supplies.
  • Wiped down tables and removed trash and dirty plates to provide clean, welcoming dining environment.
  • Entered orders into computer system to send order details to kitchen, mentioning customers' special requests and food allergies in person.
  • Scrubbed and polished counters to remove debris and food.
  • Provided excellent customer service to maintain a positive atmosphere for guests.
  • Processed cash and credit card payments, promptly returning receipts, coin, bills and payment cards to customers.
  • Restocked kitchen supplies including food products and utensils.
  • Stored food in designated areas following wrapping, dating, food safety and rotation procedures.
  • Cleaned restaurant area by sweeping floors, wiping tables and emptying trash receptacles.
  • Assembled and served meals according to specific guest requirements.
  • Kept restaurant lobby, front counter and restrooms neat and clean throughout shift.
  • Served food and beverages at take-out counters to provide fast service to waiting guests.
  • Chopped ingredients and prepped food items ahead of lunchtime and dinner rush periods.
  • Maintained high standards of customer service during high-volume work shifts and fast-paced operations.
  • Restocked napkins, condiments and utensils at self-service areas during slow periods.
  • Packaged menu items into bags or trays and placed drink orders into carriers.
  • Packed fast food products in approved containers, cups, and bags.
  • Wiped down tables and equipment, swept and refilled stock.
  • Followed all safety guidelines while operating equipment such as slicers, fryers and ovens.
  • Performed cashier duties such as taking orders, collecting payments and providing change.
  • Maintained an organized work area to ensure efficient operations.

Education

Associate of Science -

Sinclair Community College
Dayton, OH
08-2025

High School Diploma -

Flora College
Lubumbashi
04-2015

Skills

  • Technical support
  • Remote troubleshooting
  • Customer service
  • Team collaboration
  • Documentation management
  • Data analysis
  • Problem solving
  • Time management
  • Ticket support system management
  • Issue troubleshooting
  • Verbal and written communication
  • Call tracking
  • Microsoft office specialist (MOS) master
  • Support case resolution
  • Technical troubleshooting
  • Technical documents comprehension
  • Customer success management
  • Service support
  • Remote support
  • Desktop support
  • Java full stack

Languages

French
Native/ Bilingual
English
Native/ Bilingual
Swahili
Full Professional
li
Native/ Bilingual

Timeline

Technical Support Representative

RDI Connect
04.2022 - 01.2025

Careg

Spectrum
08.2021 - 03.2022

Crew Member

McDonald's
07.2020 - 07.2021

Associate of Science -

Sinclair Community College

High School Diploma -

Flora College

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Sharon TShinene