Theresa Barrett
Houston,TX
Summary
Tier 2 Technical Support | Technical Case Management |Customer-Focused Technical Communication
Technical Support Specialist with experience supporting SaaS applications, telecommunications platforms, and end users in fast-paced customer-facing environments. Skilled in technical troubleshooting, incident resolution, network diagnostics, and root cause analysis, with hands-on experience managing cases and escalations in Salesforce, Jira, ServiceNow, and CRM platforms. Proven ability to collaborate with cross-functional teams to resolve complex technical issues, improve support processes, and deliver strong customer experiences. Experienced in system support, software configuration, technical documentation, and service request management while maintaining service-level expectations. Focused on enhancing user experience and driving process improvements through clear technical communication, structured troubleshooting, and consistent high-quality customer support.
Overview
7
7
years of professional experience
Work History
Telecom Support
ServiceTitan
Remote
03.2026 - Current
- Manage and document approximately 25–40 customer interactions per week in Salesforce, ensuring accurate account records, timely updates, and effective case progression across multiple support channels.
- Create, track, and collaborate on approximately 8–15 escalated cases per week in Jira, working with cross-functional engineering and product teams to resolve more complex technical issues efficiently and minimize customer impact.
- Investigate service disruptions, configuration issues, and product-related concerns while maintaining quality and customer satisfaction standards.
- Prioritize multiple concurrent support requests in a fast-paced SaaS environment, consistently meeting service-level expectations of 90–95% while balancing urgency and customer impact.
Technical Case Manager
VERIZON WIRELESS
07.2023 - 12.2025
- Managed 50+ technical escalations monthly as primary contact using ServiceNow and BMC Remedy, improving escalation handling efficiency and case resolution turnaround.
- Collaborated with engineering and cross-functional teams to standardize case documentation, enhancing documentation quality and supporting faster, more accurate issue handling.
- Conducted account-level analysis of call history to create tailored solutions and reduce repeat contacts, achieving a first call resolution rate of 87.11%.
- Maintained detailed case records in ACSS (Verizon CRM) and led knowledge-sharing sessions via Citrix for updates refining workflow efficiency contributing to a consumer satisfaction rate of 96%.
- Remote
IT Support Specialist
VERIZON WIRELESS
10.2021 - 07.2023
- Resolved complex DNS, DHCP, and VPN issues, achieving an 83% effectiveness rate in utilizing diagnostic and troubleshooting tools while boosting network performance and connectivity stability.
- Orchestrated smooth data migrations across iCloud, Google Cloud, and Verizon Cloud achieving zero data loss.
- Resolved network and DHCP configuration issues, including port validation, blocked traffic, and command-line troubleshooting, reducing 5G Home Internet performance disruptions and boosting connectivity stability.
- Provided cross-platform end-user support for Windows 10/11, iOS, and macOS, resolving mobile device and connectivity issues through remote access tools, enhancing end-user system uptime.
- Remote
Customer Success Manager
DILIGENT DELIVERY
Houston, TX
07.2020 - 09.2021
- Discovered recurring customer issues and partnered with internal teams to enhance workflows and support documentation, enhancing resolution consistency and reducing repeat contacts.
- Maintained detailed case documentation and provided proactive status updates, supporting SLA adherence and improving customer communication and resolution transparency.
- Identified recurring issues and partnered with internal teams, contributing to improved workflows and support documentation.
- Led customer-centric process refinements that streamlined workflows, strengthened performance metrics, and reduced repeat contacts, reinforcing a more efficient and retention-focused support model.
Guest Relations Associate
SPRINGHILL SUITES BY MARRIOTT
Lake Charles, LA
02.2019 - 07.2020
- Fostered strong relationships with guests, ensuring memorable stays and high satisfaction levels.
- Implemented efficient check-in procedures, significantly reducing wait times during peak hours.
- Analyze guest feedback to identify service gaps and drive actionable improvements.
- Collaborated with team members to maintain a welcoming atmosphere for an engaging guest experience.
Education
Bachelor of Science - Computer and Information Sciences
Texas Southern University
06.2026
Associate of Arts - Communications
Lonestar College
05.2025
Vocational - Computer Science
CCI Training
Arlington04.2023
Skills
- Network troubleshooting and performance monitoring
- SaaS VoIP system support
- Ticketing systems (ServiceNow, BMC Remedy, Jira)
- Escalation and account management
- Customer support
- Data migration solutions (iCloud/Google Cloud to Verizon Cloud)
- Software installation
- KPI analysis
- Technical communication and documentation
- Remote troubleshooting and technical support via Zoom and other virtual platforms
- Project Management
- Wireless networking and router setup
- SaaS application support
Timeline
Telecom Support
ServiceTitan
03.2026 - Current
Technical Case Manager
VERIZON WIRELESS
07.2023 - 12.2025
IT Support Specialist
VERIZON WIRELESS
10.2021 - 07.2023
Customer Success Manager
DILIGENT DELIVERY
07.2020 - 09.2021
Guest Relations Associate
SPRINGHILL SUITES BY MARRIOTT
02.2019 - 07.2020
Bachelor of Science - Computer and Information Sciences
Texas Southern University
Associate of Arts - Communications
Lonestar College
Vocational - Computer Science
CCI Training