Shiloh Williams
Palm Bay,FL
Summary
Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products.
Overview
5
5
years of professional experience
Work History
Tier 1 Technical Support Representative
Randstad
12.2020 - 12.2021
- Conducted comprehensive diagnostic tests to pinpoint underlying causes of reported issues.
- Reduced call resolution time by effectively troubleshooting software and hardware problems.
- Collaborated with teammates to identify recurring issues and develop long-term solutions.
- Escalated high-priority incidents to appropriate departments, ensuring swift resolution and minimal downtime.
- Maintained detailed records of customer interactions, noting solutions provided for future reference.
- Assisted in creating a knowledge base of common issues and resolutions for use within the support team.
Customer Service Support Agent
Charter Spectrum
06.2017 - 06.2019
- Enhanced customer satisfaction by promptly resolving issues and addressing concerns.
- Maintained detailed records of customer interactions, tracking progress toward resolution and documenting any necessary follow-up actions.
- Developed comprehensive understanding of company policies and procedures to effectively assist customers with diverse requests.
- Provided exceptional service by consistently exceeding performance metrics, contributing to the overall success of the support team.
- Managed high call volume, maintaining professionalism and efficiency under pressure.
- Resolved customer complaints by distinguishing, prioritizing and reporting technical issues.
Skycap
G2 Secured Staff
03.2017 - 12.2017
- Provided exceptional customer service, addressing passenger inquiries and resolving issues promptly.
- Maintained professional appearance and demeanor at all times to give all guests best impression.
- Stayed up to date with latest airport, security and airline regulations and policies.
- Trained new skycaps on company procedures, fostering teamwork and consistent performance outcomes.
- Greeted passengers, helped with check-in and managed luggage, strollers, wheelchairs, and car seats.
- Offered knowledgeable guidance on airport facilities, flight schedules, and boarding procedures for traveler convenience.
Education
Bachelor of Science - Computer Science
Eastern Florida State College
Cocoa, FL05-2026
High School Diploma -
Camden Military Academy
Camden, SC05.2016
Skills
- Network troubleshooting
- Remote support
- Desktop support
- Ticket management
- Software installation
- Technical troubleshooting
- Documentation generation
Timeline
Tier 1 Technical Support Representative
Randstad
12.2020 - 12.2021
Customer Service Support Agent
Charter Spectrum
06.2017 - 06.2019
Skycap
G2 Secured Staff
03.2017 - 12.2017
High School Diploma -
Camden Military Academy
Bachelor of Science - Computer Science
Eastern Florida State College
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