Summary
Overview
Work History
Education
Skills
High Customer service skills
Timeline
Generic
Susan Hughes

Susan Hughes

3192 Flat Swamp Road,Denton

Summary

Hardworking and passionate job seeker with strong organizational skills eager to secure a position. Ready to help our team achieve company goals.


Dynamic Technical Support Engineer with a proven track record at Dell Inc., excelling in problem-solving and customer service. Adept at troubleshooting complex issues and enhancing user satisfaction through effective communication. Recognized for improving knowledge base articles, contributing to a 20% increase in support efficiency. Strong critical thinking and application support skills drive success.


Overview

22
22
years of professional experience

Work History

Technical Support Engineer

Dell Inc.
07.2015 - 02.2025
  • Assisted users with troubleshooting and resolving technical issues via phone and email.
  • Documented support interactions in ticketing system for future reference and analysis.
  • Collaborated with team members to improve knowledge base articles and user documentation.
  • Conducted software installations and updates, ensuring systems operated optimally.
  • Participated in training sessions to enhance product knowledge and customer service skills.
  • Adapted quickly to new technologies, enhancing ability to assist diverse customer needs.
  • Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns.

Truck Driver

US Express, Conway, Transcorp
04.2003 - 02.2015
  • Operated long-haul trucks, ensuring timely and safe deliveries across multiple states.
  • Conducted pre-trip inspections to maintain vehicle safety and compliance with regulations.
  • Coordinated logistics with dispatchers to optimize delivery routes and schedules.
  • Maintained accurate logs of hours driven, miles traveled, and fuel consumption for regulatory compliance.
  • Assisted in training new drivers on company policies and safety protocols.
  • Resolved customer service issues related to delivery delays or discrepancies effectively.
  • Maintained a clean driving record while adhering to company policies and federal regulations for transportation safety.
  • Enhanced customer satisfaction by maintaining open communication with clients during pickups and deliveries.
  • Assisted in training new drivers on company procedures, resulting in a more cohesive team dynamic among truck driver staff.
  • Strengthened relationships with clients by providing exceptional service and timely communication.

Education

High School Education

Randolph Community College
Asheboro, NC
05-1996

Skills

  • Technical support
  • Technical troubleshooting
  • Problem-solving
  • Application support
  • System troubleshooting
  • Customer support
  • Customer relationship management
  • Customer success management
  • Customer service
  • Critical thinking
  • Teamwork and collaboration
  • Employee training

High Customer service skills

I have worked with many customer in the past 20 years and I pride myself with keeping them happy no matter what the situation is.

I have worked with them on a daily bases throughout my life time

I have never had a customer complain that I could not get the job done in a timely and fashionable manner

I love working with the customer but due to company down sizing I was let go in February 7th of this year after almost 10 years of service

I do not want to go back in to the same field. I would love to have a job in which I could help my community.

Timeline

Technical Support Engineer

Dell Inc.
07.2015 - 02.2025

Truck Driver

US Express, Conway, Transcorp
04.2003 - 02.2015

High School Education

Randolph Community College

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