TERI HAWKINS-OLVERA
Tacoma,WA
Summary
Adept Technical Support Engineer with a proven track record at GetWell Network, enhancing support quality and client satisfaction through expert problem-solving and technical troubleshooting. Recognized for exceptional service, I excel in teamwork and collaboration, significantly improving process efficiencies. My skills in technical documentation and system configuration have consistently exceeded performance metrics, contributing to organizational success.
Overview
7
7
years of professional experience
Work History
Technical Support Engineer
GetWell Network
Remote
06.2018 - Current
- Served as an escalation point for challenging technical inquiries, demonstrating expertise in product knowledge and problem-solving abilities.
- Managed multiple concurrent support cases with precision and focus, resulting in a high rate of case closure within target timelines.
- Proactively identified opportunities for process improvements, enhancing overall support quality and client satisfaction.
- Met with team personnel to share details of discovered issues and recurrent custom complaints.
- Advised senior personnel on potential process improvements to increase support quality and expedite ticket fulfillment.
- Assisted in the development of new support tools, streamlining issue resolution processes across the organization.
- Partnered with engineering teams to communicate customer feedback on product features and usability, driving continuous improvement initiatives.
- Earned recognition from management for consistently delivering exceptional service quality.
- Provided guidance on installing and integrating new hardware components and software to remote clients.
- Consistently met or exceeded performance metrics, contributing to overall team success.
- Diagnosed and troubleshot hardware, software and network issues.
- Configured and tested new software and hardware.
Support Engineer
Tech Flow, Inc
San Diego, CA
10.2017 - 06.2018
- Ensured compliance with industry best practices and company policies throughout all support activities undertaken by the team.
- Improved customer satisfaction by promptly addressing support tickets and providing accurate solutions.
- Collaborated with outside departments to implement system-wide improvements.
- Implemented technical solutions to solve customer issues and increase satisfaction.
- Documented technical issues and solutions to enable tracking history and maintain accurate logs.
Education
Bachelor of Science - Sociology
Arizona State University
Tempe, AZ06.2010
Skills
- Technical Support
- Technical Troubleshooting
- Problem-Solving
- Application support
- System Troubleshooting
- Customer Support
- Technical Documentation
- Support system management
- Teamwork and Collaboration
- Technical expertise
- Product Knowledge
- Training and mentoring
- Attention to Detail
- Remote Support
- Remote Diagnostics
- System Configuration Changing
Timeline
Technical Support Engineer
GetWell Network
06.2018 - Current
Support Engineer
Tech Flow, Inc
10.2017 - 06.2018
Bachelor of Science - Sociology
Arizona State University