Summary
Overview
Work History
Education
Skills
Timeline
Generic

Susan Dowhie

Mesa,AZ

Summary

With over 20 years of customer service experience and with extensive experience in telecommunications, retail and customer service. Troubleshoots highly technical, complex issues with ease and patience. Delivers Tier 2 and 3 support knowledge. Detail-oriented, organized and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success.

Overview

11
11
years of professional experience

Work History

Technical Support Services II

A3 Smart Home
Tempe, AZ
11.2021 - Current
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.
  • Translated complex technical issues into digestible language for non-technical users.
  • Used ticketing systems to manage and process support actions and requests.
  • Offered troubleshooting of connectivity issues across networks such as Wi-Fi, cellular and landlines.
  • Identified potential sales and cross-selling opportunities in course of delivery of support services.
  • Fielded average of 30 inbound phone calls to deliver support and remotely resolve service issues.

Server Administrator (IT)

Arizona State University
Tempe, AZ
08.2018 - 08.2021
  • Managed employee access, including security roles and permissions.
  • Delivered high level of support and maintenance to hardware, software and applications to maximize performance and reduce bottlenecks.
  • Performed routine troubleshooting and network monitoring.
  • Participated in on-call shifts at certain times, including holidays and weekends in case of system or network-related emergencies.
  • Created manuals and other documentation for use in new employee training classes.
  • Created thorough knowledge base of information detailing troubleshooting and system configuration and rolled it out to help desk team.
  • Worked independently while coordinating project work and support functions with other team members.

Server Administrator (IT)

Arizona State University, Tempe Campus
Tempe, AZ
03.2016 - 08.2018
  • Worked closely with end users to solve problems related to hardware and software.
  • Monitored system upgrades, patches, service packs, hot fixes and new configurations.
  • Handled network configurations after hours and on weekends to alleviate downtime and maintain smooth operations.
  • Supported various operating systems and server technologies.
  • Updated hardware and software upon availability and supervised network to eliminate bottlenecks.
  • Provided troubleshooting and testing to support network.
  • Researched, recommended, configured and supported hardware and software for multiple departments.
  • Performed routine troubleshooting and network monitoring.
  • Participated in on-call shifts at certain times, including holidays and weekends in case of system or network-related emergencies.
  • Updated internal and outside vendor software whenever new releases became available.
  • Worked independently while coordinating project work and support functions with other team members.
  • Streamlined network operations, resulting in improved delivery times and higher level of customer service across 5 locations with more than 500 onsite users.

Hosting Support III

GoDaddy.com LLC
Gilbert, AZ
07.2014 - 03.2016
  • Optimized customer service procedures to increase satisfaction and customer loyalty.
  • Answered questions and responded to inquiries to deliver high level of service to customers.
  • Answered client questions about website use and design.
  • Worked closely with end users to solve problems related to hardware and software.
  • Determined and alleviated hardware, software and network issues.
  • Supported various operating systems and server technologies.
  • Resolved average of 75 support tickets per day.
  • Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
  • Supported employees with advanced troubleshooting on helpdesk tickets.
  • Assisted online users via live chat, web conference and phone to resolve issues related to software and system use and access.
  • Served as level-three support escalation point for 40-member distributed support staff.

Online Support Specialist

GoDaddy.com LLC
Gilbert, AZ
01.2012 - 07.2014
  • Supported employees with advanced troubleshooting on helpdesk tickets.
  • Assisted end-users with software and hardware troubleshooting to determine causes of system malfunction.
  • Assisted online users via live chat, web conference and phone to resolve issues related to software and system use and access.
  • Responded to support tickets within 2 hours to improve customer service.
  • Responded to 625+ individual tickets every week to provide end-user support on systems and software.

Customer Service Representative

GoDaddy.com LLC
Gilbert, AZ
04.2011 - 01.2012
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Educated customers on special pricing opportunities and company offerings.
  • Documented conversations with customers to track requests, problems and solutions.
  • Assisted customers in making payments on accounts and setting up payment plans.
  • Fielded customer complaints and queries, fast-tracking them for problem resolution.
  • Delivered service and support to each customer, paving way for future business opportunities.
  • Upheld strict quality control policies and procedures during customer interactions.
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
  • Assessed customer account information to determine current issues and potential solutions.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Informed customers about billing procedures, processed payments and provided payment option setup assistance.
  • Consulted with customers to determine best methods to resolve service and billing issues.
  • Cultivated impactful relationships with customers and drove business development by delivering product knowledge.
  • Secured client retention by driving service and product benefits, features and recommendations around clients' needs.
  • Assessed customer needs and upsold products and services to maximize sales.
  • Answered 50+ inbound calls per day and directed to individuals or departments.
  • Set up and activated customer accounts.

Education

Some College (No Degree) - Graphic Information Technology - User Experience

Arizona State University
Tempe, AZ

Some College (No Degree) - General Studies

Maricopa Community Colleges - Mesa Community College
Mesa, AZ

High School Diploma -

Tempe High School
Tempe, AZ
05.1991

Skills

  • Proficient in Linux and Windows environments
  • System upgrades
  • Network security management
  • Disaster recovery procedures
  • Diagnosing issues
  • Server improvements
  • Troubleshooting
  • Resolving Problems and Incidents
  • Account Administration
  • User Support and Troubleshooting
  • Customer Support Needs Assessment
  • Help Desk Support
  • Issue and Resolution Tracking

Timeline

Technical Support Services II

A3 Smart Home
11.2021 - Current

Server Administrator (IT)

Arizona State University
08.2018 - 08.2021

Server Administrator (IT)

Arizona State University, Tempe Campus
03.2016 - 08.2018

Hosting Support III

GoDaddy.com LLC
07.2014 - 03.2016

Online Support Specialist

GoDaddy.com LLC
01.2012 - 07.2014

Customer Service Representative

GoDaddy.com LLC
04.2011 - 01.2012

Some College (No Degree) - Graphic Information Technology - User Experience

Arizona State University

Some College (No Degree) - General Studies

Maricopa Community Colleges - Mesa Community College

High School Diploma -

Tempe High School

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Susan Dowhie