Technical Support Specialist with over 8 years of experience in resolving complex technical issues and providing exceptional customer service. Proficient in Service Now, Office 365, and SQL configuration, with a proven track record of handling high volumes of support tickets efficiently. Demonstrates adaptability and teamwork, leveraging a strong background in both software and hardware technologies to deliver innovative and effective solutions.
Hi, I’m
Trenton Samples
Smyrna,GA
Summary
Overview
9
years of professional experience
Work History
Carestream Dental
Technical Support Specialist
01.2022 - Current
Job overview
- Resolve user software and hardware issues, handling 5-10 tickets daily with precision
- Collaborate with users to diagnose and solve technical problems, enhancing service efficiency
- Deliver expert technical support, contributing to a monthly ticket resolution of 70-85 cases
- Utilize technical manuals and diagnostics to provide effective user assistance
- Improve customer satisfaction by addressing inquiries and resolving issues promptly.
- Recorded and maintained relevant notes for each client and work order.
Kavo Kerr
Product Support Analyst
01.2021 - 12.2021
Job overview
- Resolved software/hardware queries for clients, enhancing user satisfaction
- Managed 30-40 daily tickets, contributing to efficient issue resolution
- Collaborated remotely to troubleshoot dental imaging software Dexis
- Documented actions taken during client interactions for transparency
- Supported customer service handling 350-400 weekly tickets effectively
Carestream Dental
Product Support Analyst
03.2019 - 12.2020
Job overview
- Resolved user software/hardware issues, enhancing system efficiency by 25%
- Conducted diagnostics and provided technical support, improving user satisfaction
- Upgraded SQL from 2005-2012 to 2014, optimizing database performance
- Configured SQL 2014 for Orthotrac, ensuring seamless software integration
- Coordinated upgrade appointments, facilitating smooth transitions for clients
Shoe Dept.
Sale Associate
02.2016 - 06.2019
Job overview
- Assisted customers in selecting shoes, leading to increased sales satisfaction
- Processed transactions efficiently, handling cash and credit payments
- Prepared hundreds of shoes for purchase, ensuring stock readiness
- Answered customer inquiries, enhancing store knowledge and service
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
Cox Enterprise
Help Desk Analyst
08.2018 - 01.2019
Job overview
- Resolved 25-40 user issues daily for Cox divisions, enhancing technical support efficiency
- Conducted diagnostics to address software/hardware problems, improving user satisfaction
- Collaborated with teams across Cox Enterprises to streamline service processes
- Managed high-volume ticketing, contributing to a monthly total of 700-800 resolved cases
- Provided technical assistance, fostering a supportive environment for end-users
Education
Southern New Hampshire UniversityHooksett, NH
Associate of Science
05-2026
University Overview
Year UpAtlanta, GA
IT helpdesk/Desktop Support Training
02-2019
University Overview
- One-year career development program with 250 corporate partners
- Includes college-level courses, professional training, and a six-month internship
- Earning 18 college credits towards a College Degree
- Relevant courses: Computer Hardware, Adv. Excel, Operating Systems, and Computer Apps
Campbell High SchoolSmyrna, GA
High School
12.2015
University Overview
Skills
- Video Editing
- Adobe Software
- Active Directory
- VM Ware
- Office 365
- AS400
- Service Now
- SQL Server
- Salesforce
- Computer Repair
- Re-Imaging
- Customer Service
- Customer support
- Remote diagnostics
- Data recovery
- Customer experience management
- Software installation
- Server maintenance
- Disaster recovery
- Advanced Troubleshooting
- Remote desktop services and support
- Remote technical assistance
Timeline
Technical Support Specialist
Carestream Dental
01.2022 - Current
Product Support Analyst
Kavo Kerr
01.2021 - 12.2021
Product Support Analyst
Carestream Dental
03.2019 - 12.2020
Help Desk Analyst
Cox Enterprise
08.2018 - 01.2019
Sale Associate
Shoe Dept.
02.2016 - 06.2019
Southern New Hampshire University
Associate of Science
Year Up
IT helpdesk/Desktop Support Training
Campbell High School
High School
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