Tara Banks
Columbus,OH
Summary
Multi-talented Support Specialist effective at managing information, technical concerns and team member support needs with speed and efficiency. Self-directed and knowledgeable with excellent relationship building and critical thinking skills. Bringing 8+ years of experience in management and 6+ years in technology.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Technical Product Support Specialist
Zignal Labs
San Francisco, CA
11.2023 - Current
- Collaborated with cross-functional teams on feature development initiatives.
- Created knowledge base articles for internal and external inquiries.
- Performed root cause analysis on complex technical problems reported by customers.
- Continuously improved processes related to customer service operations.
- Coordinated with third party vendors, such as SocialGist, for resolution of complex technical issues.
- Developed training materials and procedures.
- Analyzed computer issues, identified root causes, and implemented solutions using Freshdesk ticketing system.
- Collaborated with internal teams to resolve escalated customer queries quickly.
Technical Support Specialist
Micro Center
Columbus, OH
02.2023 - Current
- Provided support in call-canter based setting from the company headquarters
- Replied to customer queries via email, messaging systems and support ticket platforms.
- Provided support via remote desktop software, diagnosing customer issues over private and public networks.
- Collaborated with teams to solve technical customer problems across product suites.
- Walked customers through the disassembly of computer systems to troubleshoot and resolve hardware issues.
- Helped customers troubleshoot Network and connectivity issues
- Fulfilled client customization requests for managed systems and software components through providing direction.
- Explained technology-related details in easy-to-understand terms to individuals from different backgrounds and in various job positions.
Support Specialist
Cresta - Real-Time AI
Palo Alto, CA
06.2021 - 08.2022
- Identified and assisted in building framework and processes of the Support team as second person hired for the team
- Managed troubleshooting and built technical knowledge of AI software
- Helped to troubleshoot authentication issues along with product intgrations
- Improved operations by working with team members and customers to find workable solutions.
- Assisted customers using Intercom - Live Chat as well as facilitated moving the team to the email based process using Zendesk
- Created dynamic relationships across Customer Support, Engineering and other major teams to develop a repeatable and scalable Support system
- Assisted in the hiring of new Support team members
Support Specialist
Salesforce - Quip
San Francisco, CA
01.2019 - 06.2021
- Drove customer retention by troubleshooting SAAS issues at the Enterprise level
- Personally responsible for handling a number of Enterprise and private cloud customers (including Amazon, Apple, Facebook, Citi, & Cisco)
- Created dashboards through Zendesk showing technical statistics of Support team and process (including First Reply Time, Time to Solution, Number of Tickets, Median Response Time etc.)
- Worked with multiple ticketing tools such as Zendesk, ServiceNow, and Salesforce
- Presented Support reviews to Enterprise customers with detailed introspection on Support results
- Assisted customers with Active Directory troubleshooting within the company software
- Responded to user inquiries about hardware and software, explaining features and resolving questions.
- Aided customers in password reset and multi-factor authentication issues
- Communicated with customers to identify issues, walk through solutions and initiate corrective actions to restore service and functionality.
- Helped build and maintain knowledge base using Zendesk
Deployment Technician
Arrow Electronics
San Francisco Bay Area, CA
06.2018 - 12.2018
- Collected and maintained inventory for secured electronic equipment from clients (Google, Wells Fargo, YouTube)
- Handled hard drive wipes of 30 or more devices at a time using Blancco
- Cut time for securing Wells Fargo equipment from handling one bank to three banks per day
Technical Support Associate
Proactive
San Francisco Bay Area, CA
03.2018 - 06.2018
- Assisted in PC deployment & training of new staff Handled OS installation on PCs
- Deployment of MAC and PC desktops for offices up to 600 units
Food/Beverage Manager
Hyatt Fisherman’s Warf
San Francisco, CA
03.2017 - 06.2017
- Oversaw casual and fine dining food and beverage operations, delivered day-to-day consistency and set and maintained highest food quality and service standards.
- Maximized revenue and profits of hotel food services through customer satisfaction, employee engagement and meticulously clean, sanitary and safe environments.
- Moved throughout dining and kitchen areas, visually monitored alignment with food quality and service standards and took relevant corrective actions.
- Met with potential clients to perform site inspections and give tours of facility, meeting rooms and offered activities.
- Organized venues, budgets, guest lists, catering and event timelines.
Restaurant Manager
Boccalone
San Francisco, CA
08.2015 - 03.2017
- Developed strategies for improved operational efficiency and customer satisfaction.
- Managed day-to-day operations of restaurant, including scheduling, budgeting, and inventory control.
- Oversaw the recruitment, hiring, onboarding, training, scheduling and evaluation of employees.
- Analyzed financial statements to identify areas of improvement or cost savings opportunities.
Restaurant Manager
IHOP
Cincinnati, OH
10.2013 - 05.2015
- Supervised and trained staff in customer service, food handling, and safety protocols.
- Resolved customer complaints in a professional manner to maintain positive relationships with guests.
- Communicated well and used strong interpersonal skills to establish positive relationships with guests and employees.
- Counseled and disciplined staff to address issues promptly and provide constructive feedback.
Education
A+ Certification - Computer and Information Sciences
The Stride Center
Oakland, CA06.2018
Ohio State University
Columbus, OHSkills
Self-sufficiency
Leadership
Proactive problem-solving
Dedicated work ethic
Strategic Thinker
Strong networking aptitude
Ability to lead/operate, generate results in a functional leadership position
Extremely detail-oriented and customers-focused
Tools/Software
Freshdesk
Zendesk
ServiceNow
Intercom
Salesforce
Google Suite
Google Analytics
Notion
Salesforce
JIRA
CloudWatch
Splunk
Datadog
Prometheus
Grafana
AWS - S3, Lambda, EC2, ECS, EKS, etc.
Git/GitHub/GitLab
Certification
Certified A+ technician - 2018-2020
Certified Advanced Practitioner, Theta Healing - 2022
AWS Certified Cloud Practitioner - 2023-2026
Accomplishments
Quip, Rookie of the Year - 2019
References
References available upon request.
Timeline
Technical Product Support Specialist
Zignal Labs
11.2023 - Current
Technical Support Specialist
Micro Center
02.2023 - Current
Support Specialist
Cresta - Real-Time AI
06.2021 - 08.2022
Support Specialist
Salesforce - Quip
01.2019 - 06.2021
Deployment Technician
Arrow Electronics
06.2018 - 12.2018
Technical Support Associate
Proactive
03.2018 - 06.2018
Food/Beverage Manager
Hyatt Fisherman’s Warf
03.2017 - 06.2017
Restaurant Manager
Boccalone
08.2015 - 03.2017
Restaurant Manager
IHOP
10.2013 - 05.2015
A+ Certification - Computer and Information Sciences
The Stride Center
Ohio State University
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