Stephen Owens-Collie
IT Technical Support Specialist
Arlington,VA
Summary
Talented Technical Support Representative with gift for understanding needs of both business and home users. Versed in troubleshooting and desktop support on Windows, and Mac systems. Proven skill in resolving problems quickly on first call.
Overview
4
4
years of professional experience
Work History
Technical Support Specialist/SoftwareTrainer
Heartland School Solutions
Arlington, VA
02.2021 - Current
- Conducted regular system maintenance tasks, ensuring optimal performance and minimizing downtime for endusers.
- Streamlined troubleshooting processes for quicker issue resolution and improved customer experience.
- Achieved high first-call resolution rates through diligent troubleshooting efforts and comprehensive product understanding (20-25 call/day avg).
- Maintained high level of expertise on company products, staying up-to-date with software updates and new features.
- Enhanced team productivity by streamlining troubleshooting processes for faster issue resolution.
- Conducted regular training sessions for junior technicians, enhancing their technical skills and knowledge base.
- Enhanced software user proficiency by conducting comprehensive training sessions.
Bartender/Server
The Line Hotel
Washington, DC
12.2022 - Current
- Reduced wait times for drinks by efficiently managing bar area and prioritizing orders.
- Supported efficient service delivery by preparing garnishes, syrups, infusions, and other ingredients ahead of time as needed.
- Contributed to successful events by setting up mobile bars in various locations according to event specifications.
- Promoted positive customer experiences with attentive service, engaging conversations, and strong problem-solving skills.
- Delivered outstanding service even during peak hours or challenging circumstances, receiving commendations from both clients and supervisors alike.
- Maintained quality service for events ranging from 50-500 guests
Guest Services Supervisor
Wyndham Vacation Ownership
11.2019 - 10.2021
- Managed front desk operations, ensuring smooth communication between departments and seamless guest experiences.
- Enhanced guest satisfaction by promptly addressing concerns and providing personalized solutions.
- Monitored occupancy rates closely, adjusting pricing strategies as needed to maximize revenue generation.
- Oversaw concierge services team in curating memorable experiences tailored to individual guest preferences.
- Trained junior team members in customer service strategies and property policies.
- Oversaw day-to-day operations of 130-unit hotel with staff of 7 front employees
Education
No Degree - Communications
Onondaga Community College
Syracuse, NY 05.2001 -
High School Diploma -
Syracuse Academy of Science
Syracuse, NY 05.2001 -
Skills
Application installations
Remote IT Implementation
Account Management
Customer experience management
Technical Troubleshooting
Remote Support
User Training
Multitasking proficiency
Basic accounting
Payment Processing
New Hire Training
Team Management
Customer Service
Timeline
Bartender/Server
The Line Hotel
12.2022 - Current
Technical Support Specialist/SoftwareTrainer
Heartland School Solutions
02.2021 - Current
Guest Services Supervisor
Wyndham Vacation Ownership
11.2019 - 10.2021
No Degree - Communications
Onondaga Community College
05.2001 -
High School Diploma -
Syracuse Academy of Science
05.2001 -