Steven Fuller
Abingdon,VA
Summary
Proven IT Support Specialist with a track record of excellence at Point Broad Band, adept in technical troubleshooting and delivering top-notch customer service. Expertise in reducing repeat calls through clear communication. Skilled in ticketing system proficiency and fostering team success, consistently exceeding performance targets.
Overview
8
8
years of professional experience
1
1
Certification
Work History
IT Support Specialist Key Accounts
Point Broad Band
11.2023 - Current
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Created help desk tickets, troubleshot and resolved service issues.
- Wrote and reviewed tickets to request maintenance to various types of equipment.
- Collaborated with cross-functional teams to ensure seamless IT support during major company initiatives.
- Determined hardware and network system issues using proactive troubleshooting techniques.
- Reduced repeat calls by providing clear explanations of complex technical concepts to non-technical business customers.
- Contributed to team success by consistently meeting or exceeding individual performance targets while supporting colleagues as needed.
- Diagnosed and troubleshot hardware, software and network issues with business customers.
Level 2 Technical Support Representative
Point Broad Band
03.2023 - 11.2023
- Exceeded performance metrics for call quality, problem resolution rate, and customer feedback scores through proactive communication and thorough followup.
- Upheld company security protocols by diligently verifying customer account information before providing assistance or making changes.
- Reduced repeat calls by providing clear explanations of complex technical concepts to non-technical customers.
- Researched and identified solutions to technical problems.
- Diagnosed and troubleshot hardware, software and network issues.
- Contributed to team success by consistently meeting or exceeding individual performance targets while supporting colleagues as needed.
- Acted as an escalation point for Level 1 support representatives when faced with complex or difficult cases requiring advanced expertise.
Package Handler
UPS
09.2021 - 05.2022
- Loaded and unloaded materials onto and off of trucks for fast shipment.
- Exceeded performance expectations during peak seasons, managing high volumes of shipments without compromising on quality or timeliness.
- Removed jams and unblocked conveyor system to maintain flow of goods.
- Maintained a safe work environment by adhering to company policies and guidelines for proper lifting techniques.
- Alerted supervisors and coworkers of hazards and other issues for quick resolutions.
- Proved successful working within tight deadlines and a fast-paced environment.
Retail Sales Associate
Bass Pro Shops Outdoor World
01.2019 - 12.2019
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
- Helped customers complete purchases, locate items, and join reward programs.
- Greeted customers and helped with product questions, selections, and purchases.
- Maintained a clean and organized store environment, enhancing the overall shopping experience for customers.
Front End Manager
Food City
04.2017 - 01.2019
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
- Reduced wait times for customers by optimizing staff scheduling and improving employee productivity.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Oversaw cashier operations, bookkeeping, and security.
Education
Bachelor of Arts - Business Management
Old Dominion University
Norfolk, VA05.2026
Associate of Arts - Business Administration
Virginia Highlands Community College
Abingdon, VA05.2024
Skills
- Technical Troubleshooting
- Customer Service
- Ticketing system proficiency
- Complaint resolution
- Training abilities
Certification
Microsoft Powerpoint
Guitar, Wakeboarding, and Sports
I have enjoyed playing the guitar since I was a freshman in High School. I enjoy wakeboarding on the lake during the summer. I thoroughly enjoy watching and attending sporting events.
Timeline
IT Support Specialist Key Accounts
Point Broad Band
11.2023 - Current
Level 2 Technical Support Representative
Point Broad Band
03.2023 - 11.2023
Package Handler
UPS
09.2021 - 05.2022
Retail Sales Associate
Bass Pro Shops Outdoor World
01.2019 - 12.2019
Front End Manager
Food City
04.2017 - 01.2019
Microsoft Powerpoint
Bachelor of Arts - Business Management
Old Dominion University
Associate of Arts - Business Administration
Virginia Highlands Community College
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