Summary
Overview
Work History
Education
Skills
Affiliations
Timeline
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Tyler Rice

Clover,SC

Summary

Dynamic leader and technical expert with a proven track record at Velocitor Solutions, adept in SQL and customer service. Elevated team performance through effective training and supervision, achieving top-tier support levels. Excelled in roles requiring technical acumen and strong leadership, marked by rapid promotions at Conduent Business Services. Skilled in IT support, network troubleshooting, and fostering high client satisfaction.

Overview

4
4
years of professional experience

Work History

Overnight Technical Support Supervisor

Velocitor Solutions
Charlotte, NC
06.2024 - Current
Technical Support Supervisor
  • Sole overnight supervisor, overseeing all overnight productivity and operations
  • Direct influence into all day to day operations regarding training, upskilling, and creating SOPs for all processes for the support floor to follow
  • Trained to handle a multitude of clients
  • Experience using and writing SQL queries that is used throughout the support floor
  • Weekly coachings to each agent ensuring metrics are met and any questions are answered
  • Grow model coaching certified

Technical Support Supervisor

Conduent Business Services
Clover, SC
08.2021 - 06.2024
Technical Support Supervisor
  • Promoted from tech support L1, to L2, to L3 tier 2 (senior advisor), to mentor, to supervisor. Offered an L4 position but declined due to mentorship position offering.
  • Experienced in leading and instructing teams from L1 up to L4, the highest line of business offered
  • Mentored 1-1 to other advisors for a period of time while completing QA forms on advisor calls
  • From mentoring, was promoted to supervisor where I lead my own team hosting 1 on 1 coaching sessions with the advisors on the team, all the way up to holding team meetings and completing performance reviews in a timely manner
  • Very comfortable and experienced leading teams and capable of completing assigned work with little to no supervision
  • Trained in tech support for high end client.
  • Excellent customer soft skills
  • Knowledgeable on troubleshooting processes
  • Top ranked advisor consistently hitting goals for company bonuses
  • Promoted four times within one year
  • Understanding on how to communicate effectively from customer all the way up to supervisor positions
  • Knowledge of log collecting for multiple devices and able to comfortably gather information and submit tickets when needed
  • Experience documenting detailed issues and resolving problems in a timely manner in accordance with company and customer metrics

Education

Bachelor of Science -

Winthrop University
Rock Hill, SC
05-2018

Skills

  • Mac OS
  • Network Support
  • IT Support
  • Time management
  • Computer Hardware
  • DHCP
  • Active Directory
  • Software Troubleshooting
  • Supervising experience - Less than 1 year
  • Operating Systems
  • Customer service
  • Technical support
  • Android
  • Computer software
  • Troubleshooting
  • LAN
  • Team Leader
  • SQL
  • Store relations
  • DNS
  • iOS
  • Customer Service
  • Desktop Support
  • Sales
  • Windows
  • Remote Access Software
  • Help Desk
  • Training
  • Computer Networking
  • Microsoft Windows Server

Affiliations

  • Cars
  • Model building
  • Video games
  • Candle making

Timeline

Overnight Technical Support Supervisor

Velocitor Solutions
06.2024 - Current

Technical Support Supervisor

Conduent Business Services
08.2021 - 06.2024

Bachelor of Science -

Winthrop University

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Tyler Rice