Years of work at home experience remotely
Upper-Level Technical Support Specialist with a vast knowledge of web applications, software and technical frameworks seeking to assist clients in all troubleshooting and issue resolution endeavors. Hard working. disciplined, determined, and motivated with a strong commitment to success. An asset to any team, extremely focused on completing the task at hand quickly and on time. Results-oriented information technology systems professional with more than twenty-five years of experience. Comprehensive expertise in all phases of IT processes and proficient with a vast array of programming languages. Also possess the critical skills needed for large corporate projects which deliver tangible business results. In addition, demonstrated strengths in understanding and managing complex technical and operational issues. Also motivated, customer-driven team-player who produces high quality results within pursuit of a valued position within the enterprise providing problem-solving skills, expertise, and teamwork are utilized, and leveraged for business and customer success and outstanding customer satisfaction.
Experienced Technical Support Representative skilled in resolving intricate network issues. Excel in swiftly handling customer support problems, consistently surpassing benchmarks. Maintain composure under pressure, applying refined problem-solving abilities for prompt solutions. Foster positive interactions through strong interpersonal skills, ensuring smooth communication. Proven track record of delivering exceptional service. Ready to enhance team success with technical proficiency, professionalism, and customer satisfaction. An ideal fit for the role, prepared to excel and elevate results.
Top skills
Technical Support • Customer Satisfaction • Customer Experience • Empathy • Customer Relationship Management (CRM)
Proficient with a vast array of programming languages, concepts and technologies including, but not limited to: HTML, Unix, OS/2, Terminal, MS-DOS, Java, JavaScript, COBOL, Device Drivers, Compiler and Language Design, PeopleSoft UI, IBM Martins UI, Databases, Citrix, Digital Multiplex Systems, Next-Gen, CNS SIAT, Static PPP, Hostopia, WebsiteOS, HSI and FTTP/, PPPoE Combined Tools, DNS Servers, Remote Assist, SWC Locator Software, Dispatch Matrix, Network Interface Devices, Exchanges/Provisioning, Octel systems, Client/Server, Telecommunications, Debugging, Reporting, Optimization, on Both the Consumer, Bushiness, HOA, MDU, Government, Level Services and Support and More.
Years of work at home experience remotely
Years of professional experience
Anthology Inc. - Formerly: Blackboard Inc. | Stride K12 Schools
Developed Smashing Success, an impressive experience providing EdTech users of Stride K12 Schools by certifying 24-hour support. To sustain relationships, solve identified and mitigated technical complex issues by answering many edtech calls, chats, and remote support sessions. In harmonizing with these duties, resolution designed workarounds using data-driven insights to solve casework problems effectively. Ensured compliance with internal procedures and informed the senior support team of critical cases to resolve complex issues. Furthermore, it aided users by providing computer hardware, software, firmware, maintenance, restorations, programming, and support.
Key Accomplishments:
►Outstanding and Knowledgeable Overachiever Received, Accelerated to Upper-level Support by showcasing best practices using data-driven insights to solve complex problems effectively within Stride K12 Virtual Education Systems.
► Remarkable communication competency while coordinating with the team, finalizing projects on remote support sessions, chat, and technical troubleshooting within time constraints.
► Enhanced product service by delivering maintenance and support for technology in schools by accelerating business growth to the department of education virtual schools nationally.
► Carried out technical troubleshooting accurately through keen revision of support cases.
► Contributed to surpassing set goals by prioritizing tasks and ensuring compliance with set policies and standards.
►Provide technical assistance and support for the Blackboard learning management system, aiding students and staff in navigating and utilizing the platform effectively.
►Offer EdTech switchboard services to efficiently direct calls and inquiries to the appropriate departments, enhancing communication flow within the university.
►Extend technical support and assistance to both national and international, catering to diverse needs and requirements.
Mastered: Cybersecurity/CPNI Compliance · EdTech · AECT · Critical Thinking · Microsoft & Apple Applications · Operating Systems · IT Hardware Support · IT Software Support · Technical Support · T2 · T3 · Order Management System · Services and Support · Microsoft365 Apps · System Maintenance · Logmein123 Rescue· Support Ticketing System Monitoring · Hardware/Software Repair & Evaluation · Newrow Virtual Classroom Platform · Order Tracking and Systems · More Found on Skills
Created better experiences for learning coaches and student users by certifying 24-hour seamless support. Identified/mitigated customer issues by answering inquiries to sustain relationships. Designed workarounds using data-driven insights to solve complex problems effectively. Informed the senior support team of critical cases as per internal procedures. Effectively aided users after enrollment and admission completion by developing new accounts, resetting passwords, and configuring access navigation questions during and after integration.
Key Achievements:
► Advanced from Bilingual Customer Service Advisor to Bilingual Technical Support Advisor CCTS by exhibiting strong communication competency while coordinating team orientation and finalizing edtech projects quickly.
► Surpassed goals by prioritizing tasks and ensuring compliance within set policies and standards.
► Overachiever in Softphone Assistance to Accelerated Omni-Chat and Logmein123 Rescue IT
► Drove business growth by building and fostering strong relationships with K12 virtual public schools and K12 virtual private school academies, both national and international.
►Ensure seamless connectivity to university programs with K12 virtual public schools and K12 virtual private school academies, both national and international, enabling students and staff to access essential resources.
►Set up, reset, and maintain security logins and measures for student and staff accounts to safeguard sensitive information.
Mastered: Remote · Troubleshooting · Customer Success · Critical Thinking · Microsoft & Apple Applications · Operating Systems · IT Hardware Support · IT Software Support · Interpersonal Communication · Customer Service · Technical Support · Salesforce, Order Management System, D2L Brightspace, TotalViewCSR, Omni-Chat, Aspect-Workforce Optimization, Calabrio One, Quantum Workplace, Tallo, OLS-Class Connect Grades K-5, OMHS-Class Connect Grades 6-12, · Microsoft365 Apps · System Maintenance · Logmein123 Rescue IT · Support Ticketing System Monitoring · Hardware/Software Repair & Evaluation · Newrow Virtual Classroom Platform · Order Tracking · Enrollment · Admissions · Integration · Authentication · Initial Fulfillment · Logistics · Team Oriented · Self-Growth · Development · Family Educational Rights Privacy Act · More Found on Skills