Summary
Overview
Work History
Education
Skills
Additional Qualifications
Timeline
Generic

Tavares Smith

Pflugerville

Summary

Proven Technical Support Specialist with a track record of enhancing user experiences and workflows at Siemens and Apple. Expert in technical troubleshooting and fostering cross-functional collaboration, I led initiatives that resulted in an 80% productivity increase among new hires. Skilled in Zendesk and remote IT implementation, I excel in fast-paced environments.

Overview

10
10
years of professional experience

Work History

Technical Support Specialist

Siemens
01.2023 - Current
  • Assist clients with HVAC and Lighting issues via phone, Zendesk, email, or service channel support
  • Manage the lifecycle of support tickets through Zendesk and other platforms, ensuring timely resolution of technical issues affecting nationwide retail clients
  • Collaborate with project coordinators and engineering teams to address escalated issues, advocate for system fixes, and enhance tools functionality
  • Track and analyze insights from customer interactions to identify gaps and improve user experience and workflows
  • Contribute to knowledge base updates and create resource materials to reflect new processes and product developments
  • Support team operations by managing user access policies and resolving technical challenges related to tools and technologies

Warehouse Operations Specialist

Amazon Logistics
05.2021 - 12.2022
  • Provided IT support for site launch and closure activities, including tool access, allowlist management, and technical troubleshooting
  • Recognized as Employee of the Month and nominated for the Safety Employee Award for outstanding contributions to team success
  • Trained new team members on operational tools and processes, fostering a culture of safety and efficiency

Technical Support Specialist

Apple
07.2015 - 07.2020
  • Delivered remote technical support for macOS, iOS, and Beats products, resolving complex issues via chat and email with a focus on customer satisfaction
  • Managed escalations and collaborated with engineering teams to address recurring technical challenges, improving product reliability
  • Led onboarding programs for new hires, resulting in an 80% increase in team productivity and enhanced knowledge-sharing practices
  • Successfully resolved complex customer inquiries in a remote, fast-paced support environment

Education

Associate of Arts - Information Technology

University of Phoenix
Phoenix, AZ

Skills

  • Escalation Management
  • Technical Troubleshooting
  • SaaS Tools Proficiency
  • Zendesk
  • JIRA
  • Confluence
  • Kibana
  • Tableau
  • IT & Application Support
  • CRM
  • CMS
  • CCaaS tools
  • Process Optimization
  • Documentation
  • Cross-Functional Collaboration
  • Google Workspace Expertise
  • Remote & Distributed Team Experience
  • Strong Written Communication Skills
  • Strong Verbal Communication Skills
  • Technical troubleshooting
  • Ticket management
  • HVAC system knowledge
  • User access management
  • Zendesk utilization
  • Customer service
  • Data analysis
  • Training new employees
  • Remote technical assistance
  • Remote IT implementation

Additional Qualifications

  • Experience supporting site launches/closures with IT tooling and access
  • Flexibility to participate in on-call support rotations.
  • Proven ability to thrive in ambiguous environments with curiosity.

Timeline

Technical Support Specialist

Siemens
01.2023 - Current

Warehouse Operations Specialist

Amazon Logistics
05.2021 - 12.2022

Technical Support Specialist

Apple
07.2015 - 07.2020

Associate of Arts - Information Technology

University of Phoenix

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Tavares Smith