Summary
Overview
Work History
Education
Skills
Hobbies and Interests
Timeline
Generic

Theodore Smith

Philadelphia,PA

Summary

Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

8
8
years of professional experience

Work History

Tier II Technical Support

Predian
04.2023 - Current
  • Improved customer satisfaction by efficiently diagnosing and resolving technical issues.
  • Provided exceptional technical support for software and hardware, resulting in reduced downtime for clients.
  • Enabled seamless software updates by guiding users through installation processes step-by-step over phone or email communications effectively.
  • Established strong rapport with clients, leading to increased referrals and repeat business due to exceptional technical support services.
  • Maximized productivity by maintaining organized work environment and managing multiple projects simultaneously.
  • Collaborated with cross-functional teams to address complex customer issues, ensuring seamless support experience.

Technical Support Manager

Redline Advantage
01.2020 - 04.2023
  • Tracked KPIs and created continuous improvement plans.
  • Enhanced customer satisfaction by addressing technical issues and providing timely resolutions.
  • Collaborated with cross-functional teams to identify and resolve systemic product issues.
  • Mentored junior support staff, fostering culture of collaboration and learning within team.
  • Improved customer relationships through proactive communication and follow-ups on resolved issues.
  • Contributed to company growth by identifying upsell opportunities during client interactions and coordinating closely with sales teams.
  • Led technical upgrade projects for clients by working and coordinating with consultants and developers for integrations.

Onboarding Specialist

Redline Advantage
01.2016 - 01.2020
  • Developed strong client relationships through consistent communication and attentive service.
  • Managed multiple implementation projects concurrently, maintaining strict deadlines without compromising quality or scope.
  • Developed strong relationships with clients, fostering trust and confidence in implementation process.
  • Delivered exceptionally high level of professionalism and support to each client, upholding company's commitment to service.
  • Provided ongoing support to clients post-implementation, addressing any concerns or issues promptly and professionally.

Education

Bachelor of Science - Marketing

West Chester University
West Chester, PA
12.2015

Skills

  • Troubleshooting expertise
  • Customer centric approach
  • Technology proficiency
  • Problem-solving
  • Communication
  • Scripting Languages
  • Teamwork and Collaboration
  • Critical Thinking

Hobbies and Interests

  • Sports - Hockey, Golf, Eagles/Phillies/Flyers/Sixers
  • TV Shows - True Detective, Succession, The Wire, Breaking Bad

Timeline

Tier II Technical Support

Predian
04.2023 - Current

Technical Support Manager

Redline Advantage
01.2020 - 04.2023

Onboarding Specialist

Redline Advantage
01.2016 - 01.2020

Bachelor of Science - Marketing

West Chester University

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Theodore Smith