Stuart Largie
Park Forest,IL
Summary
Talented Technical Support Representative with gift for understanding needs of both business and home users. Versed in troubleshooting and desktop support on Windows, Linux and Mac systems. Proven skill in resolving problems quickly on first call.
Overview
4
4
years of professional experience
Work History
Technical Support Specialist
The Cloudticians
12.2020 - 02.2023
- Provided high-level technical support by resolving inquiries by phone, e-mail and web, performing problem recognition, research, isolation in a Linux environment, resolving hardware and software issues.
- Assisted inexperienced or nontechnical end users in resolving issues.
- Diagnosed browser and networking issues while recording and maintaining accurate information within various ticketing systems.
- Interfaced directly with customers and ensured their issues were resolved and a superior customer experience is provided.
- Coordinated work performed by field techs.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
Tier 1 Technical Support
Sutherland
05.2019 - 10.2020
- Diagnosed and troubleshot hardware, software and network issues as the primary point of contact through various channels, including calls, chat, email, and remote assistance.
- Utilized technical skills, historical records, and a knowledge base to analyze and diagnose customer issues.
- Created user accounts and assigned permissions.
- Thoroughly documented issue descriptions and troubleshooting activities for review and audit purposes.
- Collaborated with technology teams to resolve technical issues and contributed to continuous improvement initiatives which boosted company efficiency from 90% to 95%
- Ensured adherence to organizational security practices to safeguard company systems and data.
Education
Bachelor of Science - Medical Technology
The University of Technology
11.2021
High School Diploma -
The Mannings School
06.2015
Skills
- Knowledge in conferencing audio and visual solutions and voIP technologies (3 years)
- Remote Diagnostics
- Excellence in customer service and effective communication
- Experience in providing remote support via phone and chat
- Knowledge of Chrome OS and Mac OS
- Inbound and Outbound technical support center experience preferred
- Organized, detail-oriented with the ability to work without constant instruction
- Proficient in configuring, and troubleshooting production services
- Understanding of basic Linux commands
- Proficient in configuring, and troubleshooting production services
Timeline
Technical Support Specialist
The Cloudticians
12.2020 - 02.2023
Tier 1 Technical Support
Sutherland
05.2019 - 10.2020
Bachelor of Science - Medical Technology
The University of Technology
High School Diploma -
The Mannings School
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