Timothy Learnan
Rolling Meadows,IL
Summary
Experienced Technical Support Specialist with over 7 years of experience in providing comprehensive technical assistance and customer support. Demonstrated ability to resolve complex software issues, leading to improved customer satisfaction and operational efficiency. Adept at training employees and clients, enhancing understanding of systems and best practices. Known for detailed documentation and effective team collaboration, contributing to streamlined support processes
Overview
10
10
years of professional experience
Work History
Technical Support Specialist II
ISI Analytics
04.2018 - 01.2025
- Resolved complex telecom and network management systems issues, providing advanced technical support to clients.
- Played a key role in software installation, configuration, and maintenance, guaranteeing seamless system integration.
- Conducted comprehensive training for clients and new employees, enhancing system understanding and best practices.
- Diagnose and resolve hardware and software problems, ensuring minimal disruption to client operations for both On-Premise and Cloud customers.
- Collaborate with cross-functional teams to escalate unresolved issues, and identify long-term solutions to recurring problems.
- Document technical issues and resolutions in the CRM system, ensuring detailed records, and improving future troubleshooting efficiency.
Customer Assistance Specialist
ISI Analytics
06.2015 - 04.2018
- Assist clients with opening support cases via email and phone, and provide the second-level technician with critical details about cases that have been opened.
- Assisted clients with cases where a quick fix could resolve the issue.
- Scheduled kick-off calls with clients for server moves and upgrades.
- Started performing server moves and upgrades with second-level supervision.
Education
Associate of Arts -
Harper College
Skills
- Advanced Troubleshooting
- Effective Team Collaboration
- Client Training
- Problem Resolution
- Customer Support
- Software Integration
Affiliations
- Avid Bowler
- Vice President of Men's Bowling League
Timeline
Technical Support Specialist II
ISI Analytics
04.2018 - 01.2025
Customer Assistance Specialist
ISI Analytics
06.2015 - 04.2018
Associate of Arts -
Harper College
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