Storm Reid
Evans,GA
Summary
Results-driven Product Support Specialist with expertise in resolving complex technical issues and enhancing customer satisfaction. Demonstrates strong problem-solving skills and effective communication to ensure product functionality. Proven ability to collaborate with teams and deliver impactful outcomes in fast-paced environments.
Overview
15
15
years of professional experience
Work History
Product Support Specialist
Auxillium Usa
Remote
11.2025 - Current
- Resolved customer inquiries effectively, enhancing user satisfaction with product support services.
- Collaborated with cross-functional teams to troubleshoot complex product issues and implement solutions.
- Managed escalated cases, ensuring timely resolution and maintaining strong relationships with key clients.
- Performed troubleshooting and tested customer issues via phone, email, and remote assistance software.
- Supported clients during critical incidents, demonstrating a calm and reassuring demeanor under pressure while working towards a swift resolution.
- Followed up with customers to verify resolution of reported issues and initiated product replacement for unresolved problems.
- Developed and maintained knowledge base articles to streamline user access to product information.
- Analyzed customer feedback to identify trends, contributing to continuous improvement of product offerings.
- Developed expertise in multiple products within the company portfolio, becoming a go-to resource for colleagues seeking guidance on specific features or functionalities.
- Optimized workflows by identifying areas for improvement in existing processes and implementing changes accordingly.
- Mentored new Product Support Specialists, fostering a positive work environment that encouraged professional growth.
Consultant Agent
Geek Squad - Best Buy
Augusta, GA
10.2020 - Current
- Liaised with customers, management, and sales team to identify customer needs and recommend tailored solutions.
- Delivered exceptional service to clients, strengthening relationships and facilitating future business opportunities.
- Conducted comprehensive product and issue resolution research to effectively resolve customer concerns.
- Monitor queues and provide accurate status updates to customers.
- Authored detailed work plans to meet business priorities and deadlines.
Telecommunications Technician
Strategic Busness Systems
Augusta, GA
01.2025 - 09.2025
- Installed and maintained telecommunications systems, ensuring optimal performance and reliability.
- Conducted troubleshooting and repair of network issues, enhancing service quality and minimizing downtime.
- Collaborated with cross-functional teams to implement system upgrades and solutions, improving operational efficiency.
- Installed and configured new devices and system components.
- Enhanced customer satisfaction by providing timely technical support for telecommunications services.
Retention Agent
MCI
Jacksonville, FL
09.2022 - 07.2023
- Developed customer retention strategies to enhance client loyalty and reduce churn rates.
- Executed follow-up communication plans to ensure customer satisfaction and engagement.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Analyzed customer feedback to identify trends and areas for service improvement.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Sales Agent
All Star Promotions
Tacoma, WA
06.2021 - 08.2021
- Executed sales presentations tailored to client needs, enhancing product understanding and customer engagement.
- Developed and maintained strong customer relationships through effective communication and follow-up strategies.
- Identified new market opportunities, contributing to strategic planning and expansion efforts.
- Trained and mentored junior sales agents, fostering a collaborative team environment.
Carpenter
Union Carpenter
09.2015 - 02.2017
- Planned projects by identifying necessary equipment and tools, ensuring adequate support for successful execution.
- Completed tasks according to technical document requirements and specifications to work with accuracy.
- Monitored tool and equipment condition, coordinating timely repairs to maintain operational efficiency.
- Followed safety protocols and maintained organization to enhance personal and teammate safety.
- Observed all OSHA and corporate safety regulations and procedures.
Entrepreneur
S&S Cabinets - Cedar Hills Construction
07.2011 - 11.2014
- Established and optimized internal policies to enhance responsiveness to demands.
- Worked independently in a fast-paced environment while meeting productivity and quality expectations.
- Demonstrated safe and proper operation of equipment and tools to prevent harm to team members.
- Engaged in safety trainings and workshops to identify and address improvement areas.
- Identified and reported potential project challenges, contributing to development of solutions.
Education
Electrical/Comp Eng Tech - Computer Science
Augusta Technical College
Augusta, GASkills
- Technical support
- Technical troubleshooting
- Troubleshooting techniques
- Case documentation
- Customer-facing roles
- Customer-Centric Approach
- Time management
- Remote work
- Adaptability to Change
- Reliability Under Pressure
Contact
- Address: Evans, GA, 30809
- Phone: (706) 360-48573
- E-mail: StormReid60@gmail.com
Timeline
Product Support Specialist
Auxillium Usa
11.2025 - Current
Telecommunications Technician
Strategic Busness Systems
01.2025 - 09.2025
Retention Agent
MCI
09.2022 - 07.2023
Sales Agent
All Star Promotions
06.2021 - 08.2021
Consultant Agent
Geek Squad - Best Buy
10.2020 - Current
Carpenter
Union Carpenter
09.2015 - 02.2017
Entrepreneur
S&S Cabinets - Cedar Hills Construction
07.2011 - 11.2014
Electrical/Comp Eng Tech - Computer Science
Augusta Technical College