Tyzerriana Bates
McComb,MS
Summary
Resourceful Technical Support Engineer polished in restoring system functionality by quickly assessing and resolving diverse hardware and software problems. First-rate troubleshooting, diagnostic, and repair skills combined with strong attention to detail and systematic approach. Proactive and versatile professional with a dedication to quickly adapting to new challenges. Strong problem-solving abilities and a proven track record of fostering strong relationships with clients and team members. Focused on supporting team success and achieving positive results.
Overview
4
4
years of professional experience
Work History
Technical Support Assistant
Teleperformance USA
El Paso, TX
04.2022 - 12.2024
- Guided customers through step-by-step solutions in a clear and concise manner.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Analyzed system logs to identify potential issues or areas of improvement.
- Maintained records of data communication transactions, problems, and remedial actions or installation activities.
- Used remote login tools to assist clients with technical and product questions.
- Diagnosed technical problems reported by users via telephone or online communication channels.
- Analyzed support tickets to identify trends and recommend product improvements to the development team.
IT Support Agent
Kaiser Permanente
Riverside, CA
02.2021 - 04.2022
- Provided technical assistance to customers via phone and email, troubleshooting issues with software applications.
- Maintained up-to-date knowledge of software and technical developments through reading and training.
- Updated system with order specifics and customer details, preferences, and billing information.
- Updated databases with new and modified customer data.
- Documented repair processes and helped streamline procedures for future technical support actions.
- Resolved customer inquiries in a timely manner, ensuring satisfaction and understanding of the issue.
Tech Support Specialist
VXI Global
Minneapolis, MN
07.2020 - 02.2021
- Performed variety of clerical and administrative duties pertaining to on-site support.
- Maintained audit trail and statistical records of problems and conditions reported by client.
- Installed and performed minor repairs to hardware, software or peripheral equipment.
- Evaluated software or hardware to recommend improvements or upgrades.
Education
Associate of Arts - Developmental Psychology
Southwest Mississippi Community College
Summit, MS12-2023
High School Diploma -
McComb HIGH School
McComb, MS05-2020
Bachelor of Science - Cognitive Psychology
Louisiana State University
Baton Rouge, LASkills
- Network configuration
- Hardware diagnostics
- Backup solutions
- Telecommunications
- Ticket management
- Software installation
- System administration
- Data recovery
- VPN configuration
- Remote support
Timeline
Technical Support Assistant
Teleperformance USA
04.2022 - 12.2024
IT Support Agent
Kaiser Permanente
02.2021 - 04.2022
Tech Support Specialist
VXI Global
07.2020 - 02.2021
Associate of Arts - Developmental Psychology
Southwest Mississippi Community College
High School Diploma -
McComb HIGH School
Bachelor of Science - Cognitive Psychology
Louisiana State University