Summary
Overview
Work History
Education
Skills
Affiliations
Certification
Timeline
Generic

Troy Roemer

Toledo

Summary

Dynamic Technical Support Specialist with extensive experience at Buckeye Broadband, excelling in troubleshooting and customer service. Proven ability to enhance user satisfaction through effective problem-solving and team collaboration. Skilled in technical diagnostics and adept at managing communication, ensuring swift resolutions and fostering positive client relationships.

Overview

27
27
years of professional experience
1
1
Certification

Work History

Technical Support Specialist

Buckeye Broadband
Northwood
03.2011 - 03.2025
  • Supported end users with basic troubleshooting techniques such as restarting a device or resetting passwords.
  • Performed regular maintenance checks on servers, workstations and other devices connected to the network.
  • Conducted remote diagnostics to identify and solve technical problems.
  • Collaborated with the technical team to discuss recurring customer issues and develop long-term solutions.
  • Documented all customer interactions and resolutions in the ticketing system for future reference and reporting.
  • Answered user inquiries to resolve computer software or hardware operation problems.
  • Supported customers with online billing, access, and account issues.
  • Resolved customer problems via phone, email, and chat, ensuring timely and effective solutions.
  • Received inbound phone calls from customers to provide first-level support and remotely troubleshoot issues with service, equipment or customer accounts.
  • Trained new support representatives on troubleshooting techniques and company support protocols.
  • Maintained up-to-date knowledge of the latest technology trends, tools, and best practices in technical support.

Assistant Manager

safety services llc
Toledo
11.2005 - 06.2008
  • Ensured adherence to safety regulations and maintained company standards through quality control measures.
  • Conducted employee performance reviews, providing valuable feedback and coaching for growth.
  • Executed daily operational tasks, including opening, closing, and shift change functions.
  • Partnered with management in creating strategic plans for advancing business goals.

Assistant Store Manager

RadioShack
Toledo
06.2003 - 04.2005
  • Maintained inventory by checking merchandise to determine levels.
  • Analyzed sales data to identify trends and adjust strategies accordingly.
  • Managed day-to-day operations including scheduling shifts, assigning tasks.
  • Handled complaints from customers by empathetically listening, recording details and offering solutions.
  • Monitored sales activities to ensure that customers receive satisfactory service and quality goods.
  • Trained new employees on store policies, procedures and customer service standards.
  • Supervised a team of employees and provided ongoing training to ensure high levels of customer satisfaction.
  • Oversaw daily cash handling procedures, reconciling discrepancies as necessary.

TECHNICAL SUPPORT SPERCIALIST

Convergys, AT&T
Toledo
05.2002 - 10.2002
  • Executed updates on programming changes and equipment upgrades alongside customer billing information.
  • Delivered technical support and troubleshooting services for end-users encountering software and hardware challenges.
  • Utilized remote login tools to assist clients with product-related technical queries.
  • Diagnosed system issues through remote access to customer machines.
  • Communicated with users by phone to clarify problems and apply testing protocols.

MANAGER OF PRO/AUDIO HITECH

Guitar Center
SOUTHFIELD
06.1998 - 09.2001
  • Developed and implemented strategies to increase customer satisfaction and loyalty.
  • Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
  • Recruited and hired qualified candidates to fill open positions.
  • Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
  • Trained employees on additional job positions to maintain coverage of roles.
  • Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
  • Conducted performance evaluations, providing feedback and coaching for team development.
  • Coached, mentored and trained team members in order to improve their job performance.
  • Managed vendor relationships by negotiating contracts and ensuring timely delivery of goods and services.

Education

COMP TIA A+ , MICROSOFT CERTIFIED PROFESSIONAL CERTS - Information Technology

PROFESSIONAL SKILLS SINSTITUTE
Toledo, OH
05-2002

High School Diploma -

BEDFORD HIGH SCHOOL
Temperance, MI
06-1987

Skills

  • Technical troubleshooting and diagnostics
  • Customer support and service
  • Software and application installation
  • Hardware troubleshooting and configuration
  • Team collaboration and problem solving
  • Analytical thinking and resolution strategies
  • Telephone communication management
  • Local area network (LAN) engineering
  • Microsoft certification and call center operations

Affiliations

RECORDING ENGINEERING , MUSICIAN

Certification

  • COMP TIAT A+ CERTIEFIED TECH. MICROSFOT CERTIFIED PROFESSIONAL

Timeline

Technical Support Specialist

Buckeye Broadband
03.2011 - 03.2025

Assistant Manager

safety services llc
11.2005 - 06.2008

Assistant Store Manager

RadioShack
06.2003 - 04.2005

TECHNICAL SUPPORT SPERCIALIST

Convergys, AT&T
05.2002 - 10.2002

MANAGER OF PRO/AUDIO HITECH

Guitar Center
06.1998 - 09.2001

COMP TIA A+ , MICROSOFT CERTIFIED PROFESSIONAL CERTS - Information Technology

PROFESSIONAL SKILLS SINSTITUTE

High School Diploma -

BEDFORD HIGH SCHOOL

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