Theresa Barrett
Houston,TX
Summary
Dynamic Technical Case Analyst with Verizon Wireless, adept at leading escalated troubleshooting and driving product improvements through trend identification. Proven expertise in incident tracking and remote support, coupled with exceptional customer service skills. Successfully enhanced user experience by resolving complex software issues and collaborating with cross-functional teams to exceed service level agreements.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Technical Case Analyst
Verizon Wireless
07.2023 - Current
- Produced detailed escalations with reproducible steps, logs, and environment details for engineering review.
- Walked customers through common phone hardware and software configurations to maximize service functionality.
- Participated in weekly meetings with other IT staff members in order to discuss new technologies or strategies for improving efficiency within the department.
- Worked with internal teams to deliver accurate information to customers and service accounts.
- Tracked user requests using ticketing systems such as BMC Remedy; created reports on incidents resolved, open tickets.
Technical Support Specialist (Tier2)
Verizon Wireless
10.2021 - 07.2023
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Resolved 5G home router failures caused by node or network connectivity problems.
- Documented all interactions and resolutions in ticketing systems, ensuring complete case notes and accurate knowledge transfer across teams.
- Provided technical support for hardware and software issues to end-users.
Customer Support Manager
Diligent Delivery Systems
07.2020 - 09.2021
- Developed training materials for new staff to improve product knowledge and skills.
- Coordinated communication between departments to ensure consistent customer experiences.
- Led regular team meetings to discuss performance, challenges, and best practices.
- Created operational protocols and customer service processes to improve staff performance.
Guest Relations Associate
Spring Hill Suites by Marriot
Houston, USA
02.2019 - 07.2020
- Compiled daily reports detailing occupancy rates, room availability, and revenue earned from bookings.
- Monitored lobby activity to ensure safety regulations were being followed.
- Managed inventory levels of supplies needed for front desk operations.
- Developed relationships with regular customers through personalized interactions.
Education
Associate of Arts - Liberal Arts
Texas Southern University
Houston, TX05.2025
Computer Science / IT Training Program -
CCI Training
Arlington, TX12.2023
Bachelor of Science - Computer Science
Texas Southern University
Houston, TXSkills
- Remote support
- Application support
- Incident tracking
- Case prioritization
- Trend identification
- Tier I/II troubleshooting
- SaaS support
- Problem identification
- Project management
- Customer service
- Data analysis
Certification
- CompTIA ITF+
- CompTIA A+
- CompTIA Network+ (In Progress)
Technical Project Experience
- Evaluated team metrics to uncover trends in tool usage, process gaps, and customer interaction quality. Recommended targeted improvements that elevated customer experience, increased first-contact resolution, and ensured team performance stayed aligned with business priorities.
- Contributed to internal knowledge base updates and user-facing support documentation to clarify workflows and reduce ticket volume.
Timeline
Technical Case Analyst
Verizon Wireless
07.2023 - Current
Technical Support Specialist (Tier2)
Verizon Wireless
10.2021 - 07.2023
Customer Support Manager
Diligent Delivery Systems
07.2020 - 09.2021
Guest Relations Associate
Spring Hill Suites by Marriot
02.2019 - 07.2020
Associate of Arts - Liberal Arts
Texas Southern University
Computer Science / IT Training Program -
CCI Training
Bachelor of Science - Computer Science
Texas Southern University