Swayne Verango
Fort Worth,United States
Summary
Dedicated customer service representative with extensive industry experience. Solid team player with a positive attitude and proven ability to establish rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Passionate about building relationships, cultivating partnerships, and growing businesses.
Overview
10
10
years of professional experience
Work History
Service Desk Specialist Level 2
Texas Health Resources System Services
Arlington, Texas
10.2023 - Current
- Provide second-level technical support for various end-users, handling escalated issues across desktop, application, and network environments.
- Resolve complex technical issues by diagnosing, troubleshooting, and implementing effective solutions for software, hardware, and connectivity challenges.
- Maintain high levels of customer satisfaction by responding promptly to tickets and requests, meeting SLAs, and following up to ensure resolution.
- Utilize remote access tools and diagnostic software to resolve technical issues efficiently.
- Key Achievements: Reduced average ticket resolution time by 90% by implementing process improvements and training Level 1 team members.
- Provided front-line support for clinical and non-clinical users, assisting with troubleshooting hardware, software, and network connectivity issues.
- Escalated unresolved issues to Level 2 team and documented issues thoroughly for faster resolution.
- . Assisted in onboarding new users by setting up accounts, configuring systems, and providing initial training.
Service Desk Specialist
Texas Health Resources
Arlington, United States
07.2021 - Current
- Provided technical support through various communication channels including phone, email, chat, and web.
- Assisted customers using Remote assistance software, Active Directory, VMWare, Office 365, and Azure.
- Documented incidents within Connect IT management system.
- Facilitated clear communication with staff at all levels.
- Resolved customer inquiries in a timely manner while ensuring customer satisfaction.
- Reported incidents that require escalation to higher level teams or management.
Senior Technical Support Specialist
Nextlink Internet
Fort Worth, United States
09.2020 - 07.2021
- Resolved various technical difficulties with software and hardware affecting communication tools.
- Identified client problems and provided solutions.
- Administered support interventions for critical incidents.
- Resolved critical issues according to client requirements.
- Guided newly hired representatives.
- Provided technical support for customers over the phone and via email.
- Assisted customers with installation of new hardware and software applications.
Bench Technician
DOCOMO PACIFIC
Guam
05.2019 - 07.2020
- Opened, disassembled, repaired, replaced parts, and reassembled units when done
- Testing, programming, installing, troubleshooting, and servicing various pieces of electronic equipment
- Accurately documented repairs and parts information on repair tracking documents / work orders and in point of sale computer tracking system
- Apple ATLAS certified through company
- Provided free troubleshooting and repair estimates for client approval
Infantry
U.S. Army and Army National Guard
Guam, Guam
06.2014 - 06.2020
- Effective decision-maker in high-pressure environments
- Served as an infantry team member of 10 personnel, working several positions
- Designed post orders, introduced and enforced all procedures at division level
- Perform as a member of a fire team during drills and combat
- Aid in the mobilization of vehicles, troops and weaponry
- Inspected and maintained over 1 million dollars in communication equipment assigned to the company
- Maintained responsibility for over ten employees and over 2 million dollars worth of equipment
- Cleaned and ensured storage of multi-million dollar vehicles and assigned equipment
- Upheld safety protocols in all performed tasks with no injuries or negative results
Technical Support Representative
DOCOMO PACIFIC
Guam
08.2016 - 05.2020
- Researched, troubleshot and resolved complex problems independently
- Provide daily support to users of various computer systems including answering questions, analyzing problems, and quickly forming solutions to return systems to proper operation
- Remained up-to-date on the latest technologies and solutions applicable to company products and services
- Followed up with clients to ensure optimal customer satisfaction
- Maintain detailed records of daily interactions with customers, installation activities, reported issues, and completed solutions along with any further actions required of management or repair personnel
Customer Service Representative
DOCOMO PACIFIC
Guam
06.2015 - 08.2016
- Handle customer questions, complaints, and billing inquiries with the highest degree of courtesy and professionalism to resolve customer issues
- Offer solutions to customers with the objective of retaining customer's business
- Handle 50+ customer interactions per day, giving detailed, personalized, friendly and polite service to ensure customer retention
- Memorized entire line of company products & services, including prices and promotions
Education
Diploma of Education - High School/Secondary Diplomas and Certificates
John F. Kennedy High School
01.2014
Skills
- Troubleshooting
- Analytical skills
- Management
- Systems and Tools
- Customer service expert
- Multitasking Abilities
- Operating systems
Timeline
Service Desk Specialist Level 2
Texas Health Resources System Services
10.2023 - Current
Service Desk Specialist
Texas Health Resources
07.2021 - Current
Senior Technical Support Specialist
Nextlink Internet
09.2020 - 07.2021
Bench Technician
DOCOMO PACIFIC
05.2019 - 07.2020
Technical Support Representative
DOCOMO PACIFIC
08.2016 - 05.2020
Customer Service Representative
DOCOMO PACIFIC
06.2015 - 08.2016
Infantry
U.S. Army and Army National Guard
06.2014 - 06.2020
Diploma of Education - High School/Secondary Diplomas and Certificates
John F. Kennedy High School
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