Steve Howard
Wildomar,CA
Summary
Dynamic Lead Technical Support Specialist with a proven track record at NICE North America, excelling in problem resolution and customer support. Experienced with providing top-tier technical support and managing support operations. Utilizes advanced troubleshooting techniques and team leadership to drive efficiency. Track record of maintaining high customer satisfaction and operational excellence.
Overview
28
28
years of professional experience
Work History
Lead Technical Support Specialist
NICE North America
10.2003 - Current
- Lead Technical Support Specialist on advanced security, surveillance, home automation, medical emergency response systems, and wireless radio products.
- Perform technical support training webinars on new products for dealers weekly.
- Software and Hardware BETA testing for Engineering team.
- Troubleshooting Health & Wellness medical products, and managing accounts for dealers.
- Troubleshooting and resolving issues for security and alarm technicians nationwide.
- Contributed to the continuous improvement culture within the organization by actively participating in process reviews and optimization efforts.
- Increased first-call resolution rates by continually updating internal documentation with relevant troubleshooting steps.
- Mentored new hires, provide product training, and ensuring a smooth integration into the support team and fostering professional growth.
- Streamlined ticket resolution process for increased efficiency in resolving client concerns.
Information Technology Coordinator
1-800-DENTIST
05.1997 - 10.2003
- Provide help desk coordination and initial user troubleshooting support throughout the company.
- Installed new hardware and oversaw maintenance of existing hardware to provide support for users.
- Assisting the Director of the I.T. Department with day-to-day maintenance of the networks, desktops, telephone systems, computer hardware, and associated applications.
- Oversee technical operations in every department of the company, and calculate weekly bonus reports, call reports, and statistical graphs for the Customer Service Department.
- Resolved hardware failures by troubleshooting hard drives, diagnosing memory issues and checking power/voltage requirements.
- I have proven I’m able to handle a high stress environment in very busy and typical office setting, all while promoting a Positive attitude among other co-workers.
Education
No Degree - Business Administration And Management
San Diego State University
San Diego, CAAssociate of Arts - Social / Behavioral Sciences
Miracosta College
Oceanside, CASkills
- Problem resolution
- Customer support
- Software installation
- Escalation handling
- Call documentation
- Product Training
Timeline
Lead Technical Support Specialist
NICE North America
10.2003 - Current
Information Technology Coordinator
1-800-DENTIST
05.1997 - 10.2003
No Degree - Business Administration And Management
San Diego State University
Associate of Arts - Social / Behavioral Sciences
Miracosta College
Similar Profiles
Dhiren ChauhanDhiren Chauhan
Regional Sales Manager at Nice North AmericaRegional Sales Manager at Nice North America
Madhu Vijay KumarMadhu Vijay Kumar
Senior Software Engineer, Android at Nice North AmericaSenior Software Engineer, Android at Nice North America
Aditya RamanAditya Raman
Quality Engineer at Nice North America LLCQuality Engineer at Nice North America LLC
Jasmine EspinozaJasmine Espinoza
Sales Associate at SuperStar CarwashSales Associate at SuperStar Carwash
Jose VillegasJose Villegas
Service Porter at Temecula HyundaiService Porter at Temecula Hyundai