Summary
Overview
Work History
Education
Skills
Timeline
Generic

Tasha Addis

Peyton,CO

Summary

Versatile Technical Support Representative/ Customer Service Rep skilled at offering clients easy-to-understand guidance. Detail-oriented with extensive experience in technical support, telecommunications, retail, and customer service. Troubleshoots highly technical, complex issues with ease and patience.

Overview

13
13
years of professional experience

Work History

Technical Support Representative

Verizon
08.2022 - 02.2023
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Documented support interactions for future reference.
  • Used ticketing systems to manage and process support actions and requests.
  • 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.
  • Researched product and issue resolution tactics to address customer concerns.
  • Explained security measures in simple terminology to help users understand malware and phishing threats.
  • Diagnosed and troubleshot hardware, software and network issues.

Technical Support Advisor

Conduent
11.2021 - 03.2022
  • Signed NDA so not allowed to say what company.
  • Researched and identified solutions to technical problems.
  • Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
  • Diagnosed and troubleshot hardware, software, and network issues.
  • Walked customers through removing malware, ransomware, and other threats from cell phones, laptops, and desktop systems.
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Documented support interactions for future reference.
  • Used ticketing systems to manage and process support actions and requests.
  • Translated complex technical issues into digestible language for non-technical users.
  • Researched product and issue resolution tactics to address customer concerns.

Organizer/Data Entry

Beers Construction
05.2019 - 03.2020
  • Data entry
  • Organizing and filing paperwork
  • Researched online to find updated SDS sheets for materials used in theoffice and on job sites.

Internet and Voice Repair

Spectrum
10.2018 - 03.2019
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Documented support interactions for future reference.
  • Used ticketing systems to manage and process support actions and requests.
  • 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.
  • Monitored systems in operation and quickly troubleshot errors.

APAC Tier 2 IOS Tech Support Advisor for Apple

Kelly Services
03.2017 - 10.2017
  • Served as primary point of contact for triaging technical issues.
  • Analyzed issues to identify troubleshooting methods needed for quick remediation.
  • Walked individuals through basic troubleshooting tasks.
  • Explained technical information in clear terms to non-technical individuals to promote better understanding.
  • Started as an APAC iOS Tier 1 tech support advisor for Apple in March. Promoted to iOS Tier 2 Tech Support after only a few months of being with the company and as a Tier 1.
  • As Tier 2 I had extra responsibility like giving Customer Satisfaction codes (CS Codes).
  • Submitting forms and escalating issues to engineering team for issues we couldn't fix the same day.
  • We had a voicemail and email to keep in touch with our customers that we couldn't fix on the same call.

Organizer/ Data Entry

Beers And Brock Construction
10.2014 - 02.2015
  • Filing paperwork
  • Researched on the internet for safety topics for meetings.
  • Researched, found and printed updated MSDS sheets for materials they used in the shop and office.
  • Data entry.

Communication Technician 3

Comcast, Xfinity
02.2010 - 04.2014
  • Collaborated with other technicians to troubleshoot and resolve technical issues.
  • Installed and configured new devices and system components.
  • Responded to service requests during and after business hours.
  • Installed and repaired network cabling, hardware and software to maximize operational efficiency.
  • Monitored and performed maintenance on telecommunications systems to facilitate optimal performance.
  • Performed quality assurance on systems to confirm optimal performance.
  • Provided training to customers to enhance use and understanding of network systems.
  • Installed wiring, cabling and networking hardware on customer premises.
  • Planned layouts and ran cable into buildings and through walls, attics, and crawl spaces.
  • Performed preventive maintenance of telecommunications equipment.

Education

Diploma - Electronic Technology

Wichita Technical Institute
Wichita, KS

High School Diploma -

Augusta High School
Augusta, KS

Skills

  • Windows 10
  • Mac Systems
  • Troubleshooting and Assistance
  • Customer Service Expertise
  • Software Diagnosis
  • Apple IOS
  • Desktop Support
  • Responding to Technical Questions
  • Friendly and Patient
  • Active Listening
  • Problem-Solving Ability
  • Critical Thinking

Timeline

Technical Support Representative

Verizon
08.2022 - 02.2023

Technical Support Advisor

Conduent
11.2021 - 03.2022

Organizer/Data Entry

Beers Construction
05.2019 - 03.2020

Internet and Voice Repair

Spectrum
10.2018 - 03.2019

APAC Tier 2 IOS Tech Support Advisor for Apple

Kelly Services
03.2017 - 10.2017

Organizer/ Data Entry

Beers And Brock Construction
10.2014 - 02.2015

Communication Technician 3

Comcast, Xfinity
02.2010 - 04.2014

Diploma - Electronic Technology

Wichita Technical Institute

High School Diploma -

Augusta High School

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Tasha Addis