Taylor Burke
Pflugerville
Summary
Astute Product Support Technician with proven ability to analyze, diagnose and resolve computer user support issues. Years of experienced in providing comprehensive technical support to users and resolving complex technical issues. Possesses knowledge of standard operating systems, trained in Knowledge Centered Service, Cross communication between teams.
Overview
13
13
years of professional experience
Work History
Product Support Technician
Home Depot
08.2022 - Current
- Ran and created various service now reports for peers and leadership.
- Responded to customer inquiries and provided technical assistance over phone.
- Installed, configured and maintained computer systems and network connections.
- Monitored system performance to identify potential issues.
- Installed and configured operating systems and applications.
- Tested new software and hardware prior to deployment.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Researched and identified solutions to technical problems.
- Diagnosed and troubleshot hardware, software and network issues.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Identified and assisted with communication with potential outages.
- worked closed with peers, level 2s, and level 3s, to identify and solve problems.
- Trained in KCS, and created and updated many knowledge base articles in service now.
- Consistently guide new associates in slack as a peer coach with my knowledge and expertise.
Product Support Technician /Contractor
K-force
11.2020 - 08.2022
- Broad general knowledge of many I.T systems
- Detailed documentation of activities with standard ticketing system, in snow.
- Continuously learning on the job, through tackling new problems
- Responded to customer inquiries and provided technical assistance over phone.
- Monitored system performance to identify potential issues.
- Installed and configured operating systems and applications.
- Experience with Microsoft office, and troubleshooting
- Keeping up to date with corporate security practices
Meat and Seafood Clerk
Pavilions
09.2016 - 09.2020
- Stayed up to date on security practices
- Educated customers on product and service offerings
- Recommended complementary purchases to customers, increasing revenue.
- Improved customer satisfaction by finding creative solutions to problems
- Provided excellent service and attention to customers when face-to-face or through phone conversations
- Listened to customer needs and desires to identify and recommend optimal products.
- Rotated products to sell before expiration dates, prevent waste and keep food safety in check.
- Contact: -Oscar Pena (949) 858-0164 ext 7
Deli Clerk
Vons
09.2012 - 09.2016
- Checked signage and pricing to verify accuracy
- Stayed calm and professional in all situations and resolved conflicts to customer satisfaction
- Closely adhered to procedures established by company and regulatory agencies
- Communicated effectively with deli counter customers to answer questions and make recommendations
- Used register system to ring up customer purchases, process payments and issue receipts
- Maintained work areas in clean, neat and sanitized manner to reduce potential for illness or injury.
- Listened to customer requests and suggested additional menu items as appropriate to upsell products.
Education
No Degree - Computer Science
Irvine Valley College
09.2012
High School Diploma -
El Toro
2007
Skills
- Microsoft Office Organization Communication
- Problem resolution Analytical Some Programming
- Software Installation
- Actively listening to customers, to learn their problems and situations and de-escalate if necessary
- Analytical and Methodical
- Tracking and Documentation, using service now, and reporting tools
- Mechanical Troubleshooting
- Technician Assistance
- Defect Analysis and Resolution
- Microsoft Windows and Office
- Monitoring and Reporting
Accomplishments
- Skepsis boarding (09/2006 - 06/2007) Worked on a website as a I.T Specialist, creating and maintaining it for a virtual company.
- Collaborated with team of 30 in the development of The Skepsis Boarding virtual company.
Timeline
Product Support Technician
Home Depot
08.2022 - Current
Product Support Technician /Contractor
K-force
11.2020 - 08.2022
Meat and Seafood Clerk
Pavilions
09.2016 - 09.2020
Deli Clerk
Vons
09.2012 - 09.2016
No Degree - Computer Science
Irvine Valley College
High School Diploma -
El Toro
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