STEPHANIE BRAINARD
Insight Global - McGraw Hill
Moscow,ID
22
years of professional experience
Detail-oriented Technical Support Specialist experienced in providing comprehensive support for internet services, mobile devices, and web hosting clients. Expert in troubleshooting connectivity and software issues while delivering professional assistance. Pursuing a Bachelor of Science in Information Technology with a Software Development concentration to further enhance technical skills.
Work History
Contractor Technical Support Representative
2 Months- Provided support via phone, email, and chat to ensure customer satisfaction.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Educated users on software features, improving overall product utilization.
- Ensured timely follow-up with customers to confirm resolution of issues.
- Documented resolutions in ticketing system for knowledge sharing and future reference.
- Troubleshot login, password reset, and account access problems for users.
Customer Service Representative
2 Months- Managed inbound customer calls, resolving account, service, and technical support inquiries to enhance customer satisfaction
- Assisted customers with account setup, updates, and troubleshooting
- Documented customer interactions and maintained accurate records to support service quality and continuity
- Collaborated with internal teams to address complex customer concerns, ensuring timely and effective resolutions
- Provided remote support to enhance customer experience
Web Advisor
2 Months- Assisted web hosting customers with account setup, navigation, and technical troubleshooting to enhance user experience
- Supported customers using cPanel and WordPress platforms to ensure effective website management
- Diagnosed hosting, email, domain, and website-related issues to restore service functionality
- Used Salesforce CRM to document customer interactions and manage support cases
- Escalated advanced technical issues to appropriate support teams
Premier Support Specialist
- Provided Tier 1 technical support for Verizon Wireless customers
- Supported customers in smartphone setup, password resets, and troubleshooting, enhancing user experience and satisfaction
- Educated users on device features and self-service tools for independent problem-solving
- Recorded customer interactions and resolutions to improve service quality and knowledge sharing
Solutions Specialist I
- Diagnosed and resolved technical issues with residential internet services. residential internet connectivity issues
- Assisted customers with modem, router, and gateway configuration to ensure optimal performance
- Created support tickets and documented troubleshooting efforts to streamline issue resolution
- Scheduled technician visits when issues required onsite support
Technical Support Analyst
- Assisted residential internet customers in resolving connectivity and account-related issues to enhance user experience
- Diagnosed and resolved issues with modems, routers, and home networking equipment to restore service functionality
- Documented service interactions and created support tickets
Student Support Specialist
3 Years- Supported users in effectively utilizing Microsoft Office applications and Windows operating systems to enhance their learning experience
- Guided students in navigating online course access, improving their engagement and success in coursework
- Assisted staff members in troubleshooting internal business systems and applications, ensuring smooth operations and minimal downtime
Education
Associate of Arts - Information Technology
- Completed
- Degree conferral pending
Bachelor of Science - Information Technology, Software Development
Expected
Skills
Help Desk & End-User Support
Customer Service
Salesforce CRM
Ticketing systems
Technical Troubleshooting
Remote Support
Internet Connectivity Troubleshooting
Router & Modem Support
Mobile device support
Technical Documentation
Microsoft Windows
Microsoft Office
Customer support
Computer proficiency
Record Management
Customer Interaction
Personal Information
Title: TECHNICAL SUPPORT SPECIALIST | HELP DESK | END-USER SUPPORT
Timeline
Contractor Technical Support Representative
Insight Global - McGraw Hill
07.2026 - 09.2026Read More
Customer Service Representative
CONTINUUM GLOBAL SOLUTIONS
12.2021 - 02.2022Read More
Web Advisor
ENDURANCE INTERNATIONAL
11.2019 - 01.2020Read More
Premier Support Specialist
ASURION
01.2018 Read More
Solutions Specialist I
CABLE ONE
01.2012 Read More
Technical Support Analyst
COX COMMUNICATIONS
01.2010 Read More
Student Support Specialist
APOLLO GROUP
01.2005 - 01.2008Read More
Strayer University
Bachelor of Science from Information Technology, Software Development
Read More
Strayer University
Associate of Arts from Information Technology
Read More