Tara L. Blow
Millport,NY
Summary
As a dependable and highly detail-oriented Technical Support Specialist, I am committed to delivering customer service excellence. With over 17 years of experience in customer service, I possess impressive telephone etiquette and a proven ability to troubleshoot and quickly resolve issues. My dedication to maintaining a high level of professionalism ensures customer satisfaction and loyalty. I am now seeking a position where I can utilize my technical and customer service skills in an environment that appreciates my positive job performance and strong work ethic.
Overview
26
26
years of professional experience
Work History
Managed Services Level II
SALIENT MANAGEMENT
Horseheads, NY
06.2018 - 11.2022
- Served as the primary point of contact for calls, emails, and messaging, delivering prompt and effective support
- Delivered technical and functional support to domestic and international clients, resolving complex issues, and ensuring customer satisfaction
- Demonstrated strong problem-solving skills by resolving 85% of support tickets during the first contact, maintaining high levels of customer service
- Assisted in the training of new hires for the frontline support team, ensuring a smooth transition and knowledge transfer
- Developed and implemented a library of email templates for frontline team members, resulting in a 15% reduction in response time and improved customer satisfaction
- Consistently thriving in high-pressure work environments, effectively managing, and prioritizing multiple tasks to meet or exceed all deadlines with ease.
Technical Support Specialist Level II
SALIENT MANAGEMENT
Horseheads, NY
03.2010 - 06.2018
Technical Support Specialist
10.2005 - 03.2010
- Efficiently managed client technical support issues by accurately opening, updating, and closing them via support issue tracking software
- Conducted comprehensive troubleshooting and root cause analysis to resolve complex technical issues, ensuring minimal disruption to client operations
- Proactively identified recurring client issues and implemented proactive measures, reducing the number of support tickets by 25%
- Collaborated with cross-functional teams to identify and implement process improvements, resulting in a 15% reduction in average ticket resolution time
- Demonstrated flexibility and dedication by offering after-hours client support cell phone coverage, including potential shifts in scheduled office hours and holidays
- Tracked and reported time spent on task/issue completion using the company's designated time reporting software, ensuring accurate documentation
- Created and maintained the Support department's knowledge base, facilitating efficient access to technical information for both internal team members and clients
- Proactively identified and verified software product defects or requested enhancements originating from client technical support issues, promptly reporting them to the QA Manager using designated online Defect/Enhancement reporting software
- Demonstrated exceptional problem-solving skills by promptly escalating complex technical support issues or noting dissatisfied clients to the Senior Technical Support Specialist and Technical Support Manager for resolution.
IT Manager
WINDSHIELD INSTALLATION NETWORK
Elmira, NY
09.2001 - 07.2004
Assistant IT Manager
08.1999 - 09.2001
- Managed technical support for WIN and The Glass Company's Local Area Network (LAN), ensuring smooth operation and resolving software and hardware issues promptly
- Provided comprehensive training to end users on MS Office applications and ACT database software, empowering them to maximize their productivity
- Assisted in the construction and maintenance of databases, performed system maintenance tasks, ensured data security, and conducted daily server backups
- Established and maintained a comprehensive computer inventory documentation and procedure library, enabling efficient tracking and management of IT resources.
Customer Service Representative
01.1997 - 08.1999
- Managed a high-volume of incoming calls, efficiently scheduling and coordinating windshield installations according to customer preferences and availability
- Demonstrated excellent customer service skills by answering phone calls from policyholders and insurance agents, scheduling auto glass repair appointments promptly and efficiently
- Assisted the Operation Manager in production scheduling, maintaining a shipping log, and handling the receiving of inbound materials, contributing to streamlined operations
- Generated incoming work orders for windshield manufacturing, ensuring accurate documentation and efficient workflow.
Education
Associate - Science
Corning Community College
December 1995
Skills
- Technical Knowledge and Skills
- Communications software (Microsoft Teams, Zoom Skype, Discord)
- Microsoft Office 365
- CRM (Microsoft Dynamics and Salesforce)
- Ticketing Systems (Lotus Notes and Jira)
- Document Management System (Confluence)
- Problem solving analytical approach
- Network navigational skills
- Strong organizational skills
- Windows OS and Window Servers knowledge and navigation ability
Timeline
Managed Services Level II
SALIENT MANAGEMENT
06.2018 - 11.2022
Technical Support Specialist Level II
SALIENT MANAGEMENT
03.2010 - 06.2018
Technical Support Specialist
10.2005 - 03.2010
IT Manager
WINDSHIELD INSTALLATION NETWORK
09.2001 - 07.2004
Assistant IT Manager
08.1999 - 09.2001
Customer Service Representative
01.1997 - 08.1999
Associate - Science
Corning Community College
Certification
Upright Education
Data Analytics Bootcamp
November 2023 - March 2024
Interests
Cervical Cancer Awareness Walk
Horseheads, NY
In support of cervical cancer awareness, I organized a successful walk in 2013 and raised $2000 for the local cancer center and in 2014 raised $1500
November 2023 – March 2024
November 2023 – March 2024
Technical Knowledge And Skills
- Communications software
- Strong Windows OS and Window Servers knowledge and navigation ability
- Microsoft Office 365
- CRM (Microsoft Dynamics 365 and Salesforce)
- IIS setup and basic troubleshooting
- Jira and Confluence ticket and documentation software
- Network navigational skills
- ETL troubleshooting
- Strong organizational skillset
- Problem solving analytical approach
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