Tina Gail Tucker
Killen,AL
Summary
Experienced support professional with a strong background in providing comprehensive support and efficiently resolving technical issues. Recognized for ability to collaborate effectively and deliver results in a team-oriented environment. Skilled in troubleshooting and known for effective communication, adept at adapting to evolving needs to maintain high service standards.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Platform Support Specialist
Science 37
07.2023 - 09.2024
- Delivered24/7 technical support to patients, sites, and sponsors via phone, chat, and email, resolving trial-related issues and ensuring timely, effective solutions
- Diagnosed and troubleshot technical issues related to the platform and operating systems, prioritizing inquiries based on urgency and complexity
- Maintained confidentiality of personal health information (PHI) and personally identifiable information (PII) in accordance with legal and regulatory standards
- Collaborated with cross-functional teams to escalate and resolve complex issues, ensuring high-quality customer service and satisfaction
- Demonstrated strong communication skills, simplifying technical details for users with varied levels of technical knowledge
- Managed high call volumes, provided exceptional customer support, and maintained a positive, patient-focused demeanor
- Maintained detailed documentation of support interactions, ensuring valuable insights are preserved for future reference and analysis.
- Acted as a liaison between clients and development teams, ensuring timely communication during critical incidents.
Senior Technical Support Specialist
Insight Global
05.2022 - 03.2023
- Assisted customers with troubleshooting issues encountered while using hardware or software, providing actionable tips to resolve problems
- Maximized use of hardware and software by training users and interpreting instructions
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution
Technical Customer Service Specialist
Asurion
10.2021 - 05.2022
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues
- Addressed customer complaints and mitigated dissatisfaction by employing timely and one-point solutions
- Maintained detailed records of customer interactions, ensuring accurate tracking and follow-up on open cases.
- Reduced average call handling time through efficient problem-solving techniques and effective use of support tools.
Information Resource Support Specialist
State Of Tennessee
03.2007 - 04.2008
- Maintained detailed documentation of support interactions, ensuring valuable insights are preserved for future reference and analysis.
- Acted as a liaison between clients and development teams, ensuring timely communication during critical incidents.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Managed high-priority tickets with professionalism, ensuring timely resolutions while maintaining excellent rapport with clients.
- Enhanced user experience by providing comprehensive troubleshooting guidance for various software and hardware systems.
- Enhanced security measures by identifying and mitigating potential threats, safeguarding user data and trust.
Technical Contractor
Adecco, Kforce, Robert Half
05.2004 - 09.2020
- Optimized application performance through continuous monitoring, identifying bottlenecks, and applying necessary fixes.
- Streamlined software development processes by implementing agile methodologies, resulting in faster project completion and increased efficiency.
- Provided end-user support for complex technical issues, resolving incidents quickly to minimize disruptions to business operations.
- Managed client expectations during project life-cycles, fostering long-lasting relationships built on trust and transparent communication.
- Provided basic end-user troubleshooting and desktop support.
- Installed, modified, and repaired software and hardware to resolve technical issues.
Assistant Chief of Communications
The Associated Press
04.2001 - 12.2002
- Supervised a team of technicians in day to day operations, installations and customer support
- Supported a large array of news organizations such as USA Today, The Washington Post, AOL/Time-Warner, and numerous television and radio stations in timely news wire information and technical problem solving
- Configured, installed, and repaired various satellite systems using low-noise blockers and amplifiers, demodulators, r-mux, and modems
- Supported Washington Bureau staff (reporters, writers, photographers, and support personnel) with day-to-day operations and desktop technical issues
Education
Bachelor Of Science - Business Administration & Computer Science
University of Texas At Austin
Austin, TX05.1988
Skills
- Customer service
- Remote support
- Support services
- Customer relationship management
- Training and coaching
- Technical assistance
- Technical troubleshooting
- Empathy and patience
- Hardware troubleshooting
- Mobile device support
- Application support
- Helpdesk operations
Certification
- Microsoft Office Specialist (MOS) Certification
- CompTIA Certification
- Microsoft Office System Engineer
- A+
- Certified Equipment - Dell and Toshiba
Veteran
U.S Army - Active Duty (1985-1988) / Reserves (1988-2000)
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Platform Support Specialist
Science 37
07.2023 - 09.2024
Senior Technical Support Specialist
Insight Global
05.2022 - 03.2023
Technical Customer Service Specialist
Asurion
10.2021 - 05.2022
Information Resource Support Specialist
State Of Tennessee
03.2007 - 04.2008
Technical Contractor
Adecco, Kforce, Robert Half
05.2004 - 09.2020
Assistant Chief of Communications
The Associated Press
04.2001 - 12.2002
Bachelor Of Science - Business Administration & Computer Science
University of Texas At Austin
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