Tinara Thomas
Boston,MA
Summary
Adept at troubleshooting hardware and software issues, my tenure at Boston Scientific honed my technical support and customer service skills. Leveraging expertise in Windows, MacOS, and Zendesk, I consistently resolved complex technical challenges, enhancing customer satisfaction. My proactive approach and ability to communicate complex concepts clearly have been pivotal in my career advancement.
Overview
12
12
years of professional experience
Work History
Technical Support Representative
Boston Scientific
01.2021 - Current
- Provided technical assistance and troubleshooting support to end-users via phone, email, and in-person
- Diagnosed and resolved hardware and software issues for desktops, laptops, printers, and peripherals
- Installed and configured operating systems, software applications, and peripheral devices
- Documented support activities, resolutions, and troubleshooting steps in help desk ticketing system
- Collaborated with team members to escalate complex issues and ensure timely resolution
- Assisted in maintaining IT inventory and updating documentation for hardware and software assets
Help Desk Representative
Savilinx
01.2017 - 01.2021
- Offer prompt and courteous assistance to end-users experiencing technical issues via phone, email, or ticketing system
- Troubleshoot and resolve hardware, software, and network problems, escalating complex issues to senior technicians when necessary
- Accurately document all support interactions, including issue descriptions, troubleshooting steps, and resolutions, in the help desk ticketing system
- Ensure thorough and up-to-date records to facilitate efficient problem resolution and knowledge sharing among team members
- Aid in the installation, configuration, and deployment of software applications, operating systems, and peripheral devices for end-users
- Provide guidance on best practices for software usage and troubleshoot compatibility issues as needed
- Conduct training sessions and create user-friendly documentation to help end-users maximize their productivity and minimize technical challenges
- Educate users on IT policies, security protocols, and proactive measures to prevent common issues, promoting self-service and empowering users to troubleshoot minor problems independently
Technical Support Advisor
teleproformance
01.2013 - 01.2017
- Provided technical assistance to customers via phone, email, and chat, resolving software and hardware issues efficiently
- Documented support interactions and solutions using the company's ticketing system
- Collaborated with senior technicians to troubleshoot complex technical problems and escalate issues when necessary
- Participated in team meetings to discuss emerging issues and share knowledge on troubleshooting techniques
Education
A.S - Cybersecurity
Bunker Hill Community College
02.2025
Skills
- Troubleshooting hardware and software issues
- Windows
- MacOS
- Zendesk
- Computer Systems
- Networking Fundamentals
- Database Management
- Technical Support
- Salesforce
- Active Directory
- Microsoft Office Suite
- Help desk ticketing systems
- Customer service skills
- Communicate technical concepts
- Detail-oriented
- Problem-solving abilities
- Work independently
- Collaboratively
- Fast-paced environment
- Eagerness to learn
- Adapt to new technologies
- Networking concepts
- TCP/IP
- DNS
- DHCP
- Ticketing systems
- Remote support tools
- Excellent communication skills
- Verbal communication
- Written communication
- Customer-centric approach
- Multitask
- Prioritize tasks
- Quick learner
- Proactive attitude
- Experience working in a remote environment
- Proficiency in virtual communication tools
Timeline
Technical Support Representative
Boston Scientific
01.2021 - Current
Help Desk Representative
Savilinx
01.2017 - 01.2021
Technical Support Advisor
teleproformance
01.2013 - 01.2017
A.S - Cybersecurity
Bunker Hill Community College
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