Thomas Breslin
Technical Support Speacialist
El Paso,Texas
Summary
Resourceful Supervisor trained in resolution of critical issues within time-sensitive environment with successful track record of building and maintaining talented teams. Highly organized, energetic and versatile leader committed to continuous improvements. Proven history of motivating staff to work together to achieve targets. Energetic Supervisor successful at motivating and building positive team dynamics to accomplish aggressive goals. Dedicated to open, communicative culture where employees feel empowered to contribute to company's success. Dependable Senior Tech with track record of success in field, attention to detail and proactive mindset. Seeks opportunities to improve processes and workflows for team benefit. Conscientious, hardworking and excels at multitasking in fast-paced environments. Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience.
Overview
9
9
years of professional experience
2054
2054
years of post-secondary education
Work History
Collections Specialist
Progressive Leasing
12.2024 - Current
- Cultivated a professional demeanor when dealing with difficult customers, displaying empathy while remaining assertive in achieving desired outcomes.
- Optimized account prioritization by analyzing customer data, enabling more targeted and effective collection efforts.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Researched accounts and completed due diligence to resolve collection problems.
Video Repair Technician
Charter Spectrum
01.2024 - Current
- Provided technical support and guidance to clients in resolving their computer problems.
- Performed troubleshooting and repairs on a variety of electronic equipment, including computers, servers, and peripherals.
- Diagnosed system malfunctions and identified solutions to resolve technical issues.
- Trained users on the use of newly installed software programs and applications.
- Performed system and component failure analysis using diagnostic troubleshooting techniques.
- Provided customer support, explaining complex repair processes in understandable terms.
- Updated device software and firmware to latest versions to enhance functionality.
- Filled out work orders, repair logs and maintenance plans to document work completed.
- Followed detailed repair and maintenance procedures for consumer products.
- Enhanced customer satisfaction by providing timely and efficient repair services.
- Utilized variety of tools and diagnostic equipment to complete repairs.
- Collaborated with team members to complete complex repairs and improve overall service quality.
- Installed and programmed variety of consumer products.
Technical Tier 4 Supervisor
Conduent Business Services
05.2018 - 11.2023
- Directed and supervised team of 30 employees in daily operations.
- Developed and implemented operational policies and procedures to ensure efficiency and accuracy of workflows.
- Maintained accurate records of employee performance, attendance, leave requests, and disciplinary actions.
- Conducted weekly meetings with team members to discuss upcoming tasks and project deadlines.
- Recruited, hired, trained, mentored, coached, evaluated, and terminated staff as necessary.
- Tracked progress on projects and provided timely feedback to staff members.
- Ensured compliance with workplace safety regulations by providing training sessions for all staff members.
- Monitored employee productivity levels on a regular basis to identify areas of improvement.
- Collaborated with other departments to coordinate workflow processes between teams.
- Identified and corrected performance and personnel issues to reduce impact to business operations.
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
Senior Technical Associate
Volt Workforce Solutions
08.2015 - 04.2018
- Provided technical support to customers on a wide range of products and services.
- Maintained extensive documentation for all customer issues, solutions, and processes.
- Created presentations to demonstrate product features and capabilities at trade shows.
- Assisted in the development of training materials for end-users.
- Resolved complex hardware and software problems with remote customers.
- Performed troubleshooting of network connections and other system components.
- Conducted research into new technologies to determine best fit for customer needs.
- Provided guidance to junior team members on technical matters and assisted in their professional development activities.
- Ensured compliance with established procedures related to security, safety, maintenance.
- Managed user accounts and access rights according to organizational requirements.
- Evaluated software and hardware within test environment to compare to legacy installations.
- Used remote login tools to assist clients with technical and product questions.
- Walked customers through common phone hardware and software configurations to maximize service functionality.
- Maintained up-to-date case documentation for future reference.
- Documented customer complaints and inquiries for use in technical documentation and bug tracking.
- Supported customers with online billing, access and account issues.
- Assisted in the selection of new technologies to integrate into existing systems for improved functionality based on business requirements analysis.
- Delivered high-quality technical presentations to stakeholders for enhanced understanding of complex concepts while promoting a collaborative working environment.
- Developed and maintained detailed technical documentation to facilitate knowledge transfer for seamless team handoffs.
- Led training sessions on new software features for end-users which resulted in higher adoption rates among clients.
- Improved project outcomes by actively participating in the planning, analysis, design, development, testing, deployment, and maintenance phases of various software applications.
- Reduced system downtime by proactively monitoring network infrastructure and addressing potential problems before escalation.
Education
Bachelor of Science - Cyber Security
University of New Hampshire
Manchester, NH 05.2001 - 05.2027
Certificate of Cyber Security - Computer And Information Sciences
University of New Hampshire
Manchester, NH 05.2001 - 10.2024
High School Diploma -
Basic High School
Henderson, NV06-2024
Skills
Microsoft Application
Timeline
Collections Specialist
Progressive Leasing
12.2024 - Current
Video Repair Technician
Charter Spectrum
01.2024 - Current
Technical Tier 4 Supervisor
Conduent Business Services
05.2018 - 11.2023
Senior Technical Associate
Volt Workforce Solutions
08.2015 - 04.2018
Bachelor of Science - Cyber Security
University of New Hampshire
05.2001 - 05.2027
Certificate of Cyber Security - Computer And Information Sciences
University of New Hampshire
05.2001 - 10.2024
High School Diploma -
Basic High School
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