Sterling Stewart
Fayetteville,GA
Summary
Technical Support Specialist with experience in monitoring system performance metrics and diagnosing system problems using remote tools. Demonstrated ability to track customer requests from initial contact through resolution, ensuring timely updates and effective communication. Skilled in installing and configuring hardware and software, providing comprehensive technical support via multiple channels, and collaborating with various departments to resolve complex issues efficiently. Proven expertise in implementing security measures and deploying new computers while adhering to established policies and procedures.
Friendly Technical Support Representative keen to help customers maximize product impact and usability. Amiably replies to all customer queries and consistently resolves client issues. Committed to improving user satisfaction numbers and supporting return patronage across all supported products.
Capable professional experienced in helping users correct problems with computer systems, mobile devices, and peripheral equipment. Knowledgeable about usability and security concerns. Comfortable working alone to successfully investigate and troubleshoot problems.
Meticulous Technical Support Representative tracks and analyzes all customer complaints and product faults. Contributes invaluable data to software development personnel. Produces exceptional products by leveraging actionable customer feedback data.
Resourceful Technical Support Engineer polished in restoring system functionality by quickly assessing and resolving diverse hardware and software problems. First-rate troubleshooting, diagnostic, and repair skills combined with strong attention to detail and systematic approach.
Certified advanced technical support specialist with experience delivering top-tier customer service. Bringing several years of comprehensive helpdesk expertise for various products and services. A skilled communicator adept at engaging customers, identifying issues, troubleshooting, and simplifying steps to resolve technical problems efficiently.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Technical Support Specialist
SpartanNash
Columbus, Ga
03.2023 - 05.2025
- Monitored system performance metrics to identify areas of improvement.
- Tracked customer requests from initial contact through resolution.
- Diagnosed system problems using remote tools to access customer machines.
- Installed and configured hardware, software and peripheral components such as printers, scanners and routers.
- Resolved customer issues related to operating systems, network connectivity, software applications and hardware components.
- Supported end users with basic troubleshooting techniques such as restarting a device or resetting passwords.
- Provided comprehensive technical support to customers via telephone, email and chat.
- Provided training for users on new technologies or procedures related to their jobs.
- Collaborated with other departments within the company when needed to resolve complex issues quickly and efficiently.
- Identified areas where existing processes can be improved upon or automated with scripting languages.
IT Support Technician
Panther Logistics
Fayetteville , Ga
10.2021 - 05.2023
- Implemented security measures such as antivirus software installation and firewall configuration.
- Deployed new computers for end users by installing operating systems and applications according to company standards.
- Provided technical assistance to end users on a variety of issues, including hardware and software related problems.
- Analyzed user requirements and implemented solutions that met their needs while adhering to established policies and procedures.
- Tracked progress of service requests using ticketing system while providing timely updates to customers.
- Monitored and responded quickly to requests received through the IT help desk ticketing system.
- Collaborated with other departments such as Human Resources and Marketing to ensure successful integration of new technologies into their operations.
- Troubleshot networking issues including LAN and WAN connectivity and slow performance issues.
- Diagnosed hardware failures in servers, workstations, laptops, printers, scanners.
Customer Support Technician
Lyft
Fayetteville
07.2020 - 10.2022
- Assisted in training new Customer Support Technicians on policies and procedures.
- Assisted customers in navigating the company's website for support information.
- Monitored performance metrics, such as response time and resolution rate, in order to identify trends or improvement opportunities.
- Developed best practices for providing quality customer service while meeting productivity goals.
- Participated in regular team meetings to discuss ways of improving the overall customer experience.
- Identified areas where process improvements could be made in order to provide better customer service.
- Utilized various tools such as knowledge base systems to quickly address common questions or issues.
- Resolved customer inquiries related to product features, pricing, and availability.
- Created customer accounts, updated customer profiles, and maintained records of customer interactions.
Education
High School Diploma -
Spencer High School
Columbus, GA05-2017
Some College (No Degree) - Machine Tool Technology
Columbus Technical College
Columbus, GASkills
- System troubleshooting
- Network connectivity
- Hardware installation
- Software configuration
Technical Support & Troubleshooting
IT Systems Management
Customer Support & Issue Resolution
Help Desk Ticketing Systems (eg, Zendesk, ServiceNow)
Data Entry & Documentation
Remote Desktop Support
Network Connectivity Troubleshooting
Microsoft Office Suite & Google Workspace
Help Desk Systems: Zendesk, Freshdesk, ServiceNow
Operating Systems: Windows, macOS, ios android (basic troubleshooting)
Software: Microsoft Office Suite, Google Workspace
Networking: Basic Wi-Fi & Connectivity Troubleshooting
Remote Desktop Tools: TeamViewer, AnyDesk
Languages
English
Native/ Bilingual
Certification
- CompTIA IT Fundamentals
- Customer Service & Technical Support Training
Timeline
Technical Support Specialist
SpartanNash
03.2023 - 05.2025
IT Support Technician
Panther Logistics
10.2021 - 05.2023
Customer Support Technician
Lyft
07.2020 - 10.2022
High School Diploma -
Spencer High School
Some College (No Degree) - Machine Tool Technology
Columbus Technical College