Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Websites
Software
Work Preference
Timeline
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Tina Millette

Information Technology Help Desk Support
Piqua,OH

Summary

Qualified Advanced Technical Support Specialist with 20 years of helpdesk and customer service experience. Provides comprehensive technical support. Adept at engaging customers by identifying issues and streamlining steps to effectively resolve technical issues. Detail-oriented, organized, and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success.

Overview

10
10
years of professional experience
5
5
Certification
8
8
years of post-secondary education

Work History

Technical Support Specialist

Altafiber
Piqua, OH
06.2023 - 07.2024
  • Company Overview: Contractor for Startek
  • Resolved cable, internet, and phone issues effectively
  • Handled billing inquiries efficiently
  • Collaborated on resolving escalated matters
  • Implemented advanced troubleshooting methods for cable, internet, and phone issues
  • Enhanced email support response times to improve efficiency in technical assistance and customer satisfaction
  • Contractor for Startek
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.
  • Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.**Company Overview: Contractor for Startek**

    - Effectively resolved issues related to cable, internet, and phone services.
    - Efficiently handled billing inquiries.
    - Worked collaboratively to address and resolve escalated matters.
    - Implemented advanced troubleshooting methods for technical issues with cable, internet, and phone services.
    - Improved efficiency in technical assistance and customer satisfaction by enhancing email support response times.
    - Collaborated with supervisors to escalate and manage customer inquiries and technical issues.
    - Responded to support requests from end-users and guided individuals through basic troubleshooting tasks patiently - Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.

Technical Support Specialist

Support.com
Los Angeles , California
05.2018 - 12.2022
  • Company Overview: Contractor for Cox Complete Care
  • Removed viruses and performed a system reset
  • Addressed software and hardware issues
  • Conducted precise data entry, ensuring record accuracy
  • Collaborated with various teams to troubleshoot complex networking problems and improve operational efficiency
  • Boosted customer satisfaction by expertly enhancing user experience and system performance through troubleshooting
  • Resolved networking problems
  • Resolved software/hardware issues
  • Contractor for Cox Complete Care
  • Diagnosed and troubleshot hardware, software, and network issues.
  • Removed malware, ransomware, and other threats from laptops and desktop systems.

Library Aid

Edison Community College
Piqua, OH
06.2014 - 07.2015
  • Answered patron questions in-person or by phone regarding library services and resources.
  • Placed books on proper shelves when returned to circulation.
  • Answered questions from patrons and helped to find desired materials.
  • Handled check-in and check-out process of library books and materials at the circulation desk.

Education

High School Diploma -

Upper Valley Career Center
Piqua, OH
09.1994 - 06.1998

Bachelor of Science - Bachelor of Science in Information Systems Management

Colorado Technical University Online
Online
06.2014 - 07.2018

Skills

  • AWS Cloud Management
  • Detail-Oriented Data Input
  • DSL Network Management
  • Satellite Monitoring
  • Cable Management
  • Customer Service Calls
  • Engagement in Dialogue
  • Remote Work Expertise
  • Email Management Skills
  • Automated Task Management
  • Office 365 Proficiency
  • Switches
  • Virtual Private Network Expertise
  • Windows Operating System Expertise
  • Secure Remote Worker

Remote diagnostics

Performance optimization

Accomplishments

  • High Call Volume, Completed 150+ technical support calls per day, maintaining a 95% customer satisfaction score.
  • Efficiency Improvement, Decreased response time by 30% through improving email support strategies.
  • Network Troubleshooting, Resolved 200+ networking issues monthly, increasing system uptime by 20%.
  • Virus Removal Protocols, Enhanced virus removal efficiency by 40% with new protocols.

Certification

  • Troubleshooting IT Remote Administration, June 2023
  • Office 365 Administration Troubleshooting, June 2023
  • Gemini for Google Worspace - Aug 2025
  • Introduction to ItIL v 4 - Aug 2025
  • Introduction to Cyber Security - Aug 2025

Websites

Software

Passion for helping customers and problem-solving

Flexible with the ability to take direction from management yet work independently to achieve goals

Active listening skills and the ability to ask questions

Conflict resolution skills; negotiation skills; and time management skills

Flexibility, being the ability to adapt to change Critical thinking skills

Desire to work in a team environment towards common goals

Ability to remain calm and show empathy while handling challenging customer concerns

Work Preference

Work Type

Full Time

Location Preference

RemoteHybrid

Timeline

Technical Support Specialist

Altafiber
06.2023 - 07.2024

Technical Support Specialist

Support.com
05.2018 - 12.2022

Library Aid

Edison Community College
06.2014 - 07.2015

Bachelor of Science - Bachelor of Science in Information Systems Management

Colorado Technical University Online
06.2014 - 07.2018

High School Diploma -

Upper Valley Career Center
09.1994 - 06.1998

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Tina MilletteInformation Technology Help Desk Support
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