Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Zachary Thomas

Grand Rapids,MI

Summary

Dynamic Technical Support Agent with a proven track record at Tactacam and Morley Companies, excelling in customer satisfaction and process improvement. Skilled in Zendesk and cross-functional collaboration, I enhanced support efficiency, achieving a 98% satisfaction rating. Adept at training teams and documenting solutions, I leverage strong communication and problem-solving skills to drive results.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Technical Support Agent

Tactacam
02.2025 - Current
  • Managed and resolved customer support tickets remotely, providing prompt, effective solutions to inquiries related to product functionality and technical issues.
  • Utilized Zendesk to track, prioritize, and close support tickets, ensuring timely resolutions and a 98% customer satisfaction rating.
  • Collaborated with cross-functional teams (tech, product, marketing) using Slack and Jira to improve issue tracking and response processes.
  • Trained and onboarded new agents remotely, providing support and guidance to ensure consistent service quality across teams.
  • Suggested process improvements that resulted in a 20% reduction in response time for support tickets.
  • Documented frequently asked questions (FAQs) and troubleshooting guides in Confluence, reducing incoming support queries by 10%.

Help Desk Support Specialist

Morley Companies
09.2021 - 02.2025
  • Resolved technical issues for end-users, ensuring timely support and high customer satisfaction.
  • Managed ticketing system to prioritize and track support requests efficiently.
  • Provided training and guidance to new staff on software applications and troubleshooting techniques.
  • Collaborated with IT teams to implement system upgrades, enhancing overall performance.
  • Conducted regular follow-ups with users to verify issue resolution and gather feedback for improvements.
  • Managed over 50 customer calls per day.

Head Caregiver

Bluebird Adult Foster Care
05.2016 - 12.2021
  • Supervised daily activities and care routines for residents, ensuring safety and well-being.
  • Developed individualized care plans based on resident assessments and family input.
  • Trained and mentored junior caregivers, enhancing team performance and service quality.
  • Implemented best practices in medication management, adhering to state regulations.
  • Managed 3 houses with over 20 clients at one time.

Education

Associate of Science - Criminal Justice

University of Phoenix
Remote
07-2022

Skills

  • Customer Support Platforms: Zendesk
  • Project Management Tools: Jira, Trello, Asana
  • Communication: Slack, Zoom, Microsoft Teams
  • Operating Systems: Windows, MacOS, Linux
  • Other Tools: Google Workspace, Confluence, Salesforce
  • Languages: HTML, CSS, SQL, JavaScript, C#

Certification

  • Zendesk Support Administrator (2024)
  • Pursuing AWS Certified Solutions Architect – Associate (2025)

Timeline

Technical Support Agent

Tactacam
02.2025 - Current

Help Desk Support Specialist

Morley Companies
09.2021 - 02.2025

Head Caregiver

Bluebird Adult Foster Care
05.2016 - 12.2021

Associate of Science - Criminal Justice

University of Phoenix

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Zachary Thomas