STANLEY JI
Greenville,MD
Summary
Tier 2 Technical Support Specialist with over 5 years of experience in diagnosing and resolving complex software, networking, and mechanical issues. Proven ability to manage escalated cases, delivering advanced solutions that minimize downtime and improve customer satisfaction. Collaborates effectively with Tier 3 engineers and development teams to address recurring problems and enhance product reliability. Recognized for providing thorough customer training and maintaining expertise in emerging technologies to ensure high-quality service delivery.
Overview
7
7
years of professional experience
Work History
Technical Customer Support - Tier 2
WIMORA LLC
Texas City, Texas
01.2019 - 08.2025
- Supervised a team of 12 field engineers and technicians, ensuring rapid issue resolution and customer satisfaction.
- Diagnosed and resolved complex electro/mechanical issues, software applications, networks, and wireless technologies.
- Collaborated with design engineering and software development teams to enhance product reliability, reducing recurring issues by 30%.
- Implemented training programs for engineers on product upgrades, improving first-call resolution rates by 25%.
- Led customer installations and training initiatives to optimize system performance and ensure seamless adoption.
- Handled escalations through root-cause analysis, providing effective long-term solutions.
- Partnered with R&D teams to report defects, influencing design changes that improved product stability.
- Conducted technical training sessions that strengthened customer relationships and increased retention by 15%.
Education
Bachelor of Science - Computer Science
UNIVERSITY OF BUEA
CAMEROON02-2018
Skills
- Technical troubleshooting
- Network diagnostics
- Software applications
- Electro-mechanical systems
- Product reliability
- Customer relationship management
- Installation techniques
- Problem solving
- Effective communication
- Team leadership
- Team management
- Calm under pressure
- Collaboration
Languages
English
Full Professional
French
Professional
Timeline
Technical Customer Support - Tier 2
WIMORA LLC
01.2019 - 08.2025
Bachelor of Science - Computer Science
UNIVERSITY OF BUEA
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