Thomas Piazza
Spring Hill
Summary
Accomplished professional with extensive customer support experience at AT&T, excelling in technical troubleshooting and relationship management. Proven track record in achieving sales goals and enhancing customer satisfaction. Demonstrated leadership in the U.S. Army, raising team fitness by 22%. Skilled in CRM and communication, driving success through proactive problem-solving and attention to detail.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Customer Care Representative
AT&T
Spring Hill
06.2022 - 03.2023
- Answer inbound calls and greet, listen, recognize, understand, and resolve issues for customers
- Engage with customers respectfully to identify and address their needs
- Troubleshoot technical issues and resolve them
- Meet monthly sales goals and customer satisfaction metrics
- Document customer accounts with updated information to ensure accurate records
- Process account credits and adjustments to resolve customer issues effectively
- Ensured protection of customer PII by following CPNI guidelines
Armed Courier
Mid Florida Armored & ATM Services
Tampa
11.2019 - 05.2021
- Signed for change orders delivered along daily route, ensuring accountability and accuracy
- Maintained accurate pickup counts by reconciling inventory with manifest, supporting operational integrity
- Load and troubleshoot ATMs along daily route
- Conducted pre-trip inspection of vehicle every morning
- Practiced consistent vigilance in all job responsibilities to ensure safety
- Checked in with supervisors at day's end to balance pickups, promoting transparency and effective communication
- Provide exceptional customer service
Squad Leader
U.S. Army
Fort Carson
07.2014 - 06.2016
- Managed a high-value construction equipment inventory worth 1.7M: devised a squad maintenance program that kept operational readiness at 100%.
- Conducted 62 team-focused quality assurance inspections; validated standards compliance with 97% pass rate to maximize operational readiness and enhance team competency in key tasks and drills.
- Created and supervised construction of 14 fighting positions showcased post-wide to demonstrate engineering capabilities for future operations.
Team Leader
U.S. Army
Ansbach
10.2011 - 07.2014
- Led diverse teams in high-pressure environments to achieve mission objectives.
- Coordinated training programs to enhance team skills and operational readiness.
- Established platoon fitness program, measuring weight, strength, agility, and speed to enhance overall team readiness.
- Managed logistics for equipment and personnel during complex operations.
- Prepared 13 team members for deployment to Afghanistan by confirming medical status and evaluating training records, eliminating processing readiness errors.
Team Leader
U.S. Army
Fort Stewart
07.2008 - 10.2011
- Managed 12 team members on 100+ missions in a combat environment; maintained 100% mission success rate through a 1-year tour.
- Supervised lead gun truck for 12 combat convoys in Afghanistan, ensuring safe transport through hostile environments.
- Executed erosion control training for construction teams, enhancing project safety.
Truck Captain
Garda Inc
Boston
07.2006 - 07.2008
- Monitored and ensured secure transportation of money and valuables during transit.
- Guarded armored car enroute to business establishments for secure pickup and delivery of money and valuables, collecting moneybags, receipts, daily guide sheet, and schedule from vault worker.
- Recorded information, such as number of items received, destination, contents of packages, and delivery time at scheduled stops, on a daily guide sheet.
- Deposited moneybags and receipts, along with daily guide sheet and change box, with cashiering department to maintain accurate financial records.
Bartender/Server/Key Shift
Longhorn Steakhouse
Marlborough
05.2001 - 05.2006
- Delivered an exceptional dining experience with friendly, fast service
- Monitored guest satisfaction, anticipated additional needs, and promptly fulfilled requests.
- Coordinated with co-workers to ensure seamless service during peak shifts.
- Communicated with kitchen staff to address customer allergies and dietary requests.
- Cleaned bars, tables, and work areas
- Completed closing duties, including restocking items and closing out cash drawer.
- Assisted host with seating arrangements
Education
Technical Support Fundamentals -
Coursera/Google
IBM Skillsoft Online05-2026
Information Technology - Associate in Science (AS)
Keiser University
New Port Richey, FL03-2025
Skills
- Customer support specialist experience
- Customer service
- Call center experience
- Customer relationship management
- Technical support
- Email customer support
- Phone customer support
- Live chat
- Virtual communication
- Technical assistance
- Problem-solving
- Customer issue escalation
- Customer returns handling
- Customer training
- Retail sales
- Automotive customer service
- Hospitality customer support
- Telecom customer support
- E-commerce customer support
- Government agency customer support
- Healthcare knowledge
- Technical troubleshooting support
- Technical user customer support
- SAP
- CRM
- Salesforce
- Data entry
- Order processing
- Cash handling
- Cashiering
- Compliance awareness
- Warehouse operations
- Compliance awareness
- Quality control
- Safety awareness
- Time management
- Flexibility
- Organizational skills
- Writing skills
- Research
- Project coordination
- Technical Proficiency
- Computer skills
- Computer literacy
- Computer operation
- Microsoft Office
- Microsoft Outlook
- Microsoft Excel
- Microsoft Word
- Google Workspace
- Slack
- Windows
- IOS
- LAN
- TCP/IP
- Networking fundamentals
- Network troubleshooting
- Network protocols
- Remote technical support
- Remote access software
- ServiceNow
- Production support
- Team management
- Leadership
- Supervising experience
- Management
- Crisis management
- Conflict management
- Attention to detail
- PUNCTUAL
- Phone etiquette
- Guest services
- In-person customer service
- Handling customer exchanges
- Financial services
- Tech product support
- Technical support representative experience
- Call center agent experience
- Employee relationship building
- Sales support
- Basic math
- Basic networking knowledge
- Basic networking concepts
- Nontechnical user support
- Tech customer support
- Improving customer support response time
- Patrolling
- Safety awareness system monitoring
- Telecom customer support
- Customer support experience
- Team management
- CSR
- Phone communication
- Technical skills
- Customer support experience
- E-commerce customer support
- Improving customer support response time
- Phone etiquette
- Salesforce
- Conflict management
- Software troubleshooting
- LAN
- IOS
- Internal employee customer service
- Supervising experience
- Call Center
- Safety awareness system monitoring
- Remote technical support
- Management
- Microsoft Teams
- IT
- Microsoft Word
- Handling customer exchanges
- Network protocols
- Microsoft Office
- Transportation management
- Inventory control
- Phone communication
- Communication skills
- Google Workspace
- Phone customer support
- Customer support experience
- Customer training
Certification
- Cable Installation Certificate, Present
- 2044 - PERSONAL LINES AGENT, 06/01/22, Present
- Active Personal Lines Insurance License
- Class G Security Guard Card
- Driver's License
- Property & Casualty License
- Armed Security License
- Baton, and Handcuffing Certified
- Class D & Class G Security License
- Conductive Energy Weapon (CEW) Certified
- OSHA 30
- Firearms License
- Forklift Certification
Languages
English
Personal Information
Title: Information Technology Specialist
Authorized To Work
US for any employer
Military Service
Staff Sergeant (SSG), United States Army
Timeline
Customer Care Representative
AT&T
06.2022 - 03.2023
Armed Courier
Mid Florida Armored & ATM Services
11.2019 - 05.2021
Squad Leader
U.S. Army
07.2014 - 06.2016
Team Leader
U.S. Army
10.2011 - 07.2014
Team Leader
U.S. Army
07.2008 - 10.2011
Truck Captain
Garda Inc
07.2006 - 07.2008
Bartender/Server/Key Shift
Longhorn Steakhouse
05.2001 - 05.2006
Technical Support Fundamentals -
Coursera/Google
Information Technology - Associate in Science (AS)
Keiser University