Technical Support Professional

Technical Support Specialist with 15+ years’ experience providing customer care and handling office management

and technical support duties. Highly motivated and dependable with capability to maintain flexibility and adapt quickly to new tasks and environments. Compassionate, approachable, team player who is committed to serving others at the highest level possible. Known for unique ability to build rapport with both coworkers and customers and make people feel welcome and valued. Capacity to think out of the box to analyze procedures for better efficiency to save time and resources. Skilled at working in fast-paced, complex environments. Excellent written and verbal communication.

CORE COMPETENCIES

Customer Service | Operations Management | Account Management | Problem Solving

Guest Retention  | Word Processing | Service Delivery | Conflict Resolution | Quality Assurance

TECHNICAL SKILLS

Microsoft Azure Active Directory administration | Microsoft Intune | Microsoft Exchange | Microsoft Office | Microsoft 365 administration | Adobe Creative Cloud Suite | PC & Laptop setup and repair  | PBX Phone system administration

WORK EXPERIENCE

IT Helpdesk Technician  December 2022 – Present

Eviation Aircraft, Arlington, WA

 

Customer Service Specialist  April 2022 – December 2022

Allstate Insurance, Arlington, WA

Ensure that customers make buying decisions armed with the right amount of information.
Analyze customer’s complaints and recommend solutions.
Take S.O.S calls from clients that have been involved in an accident, vehicle breakdown, or clients who need assistance with their vehicles and mobilizing help for such clients.
Communicate changes or adjustment in policies to clients.
Customer Service Specialist/Ebay Sales May 2021 – April 2022

CMR Auto Recycling, Marysville, WA

Automotive and Electronics recycling company serving Snohomish County

Oversee the front counter sales and handle customer service calls
Source vehicle parts based on customer requests and field general recycle questions
Coordinate the listing, packing and shipping of all eBay sales items using Car-Part.com software
Manage all recycling lot inventory and pricing incoming vehicle parts

 

 

Office Manager/Sales   Jan 2015 – May 2021

Sound Finish, Arlington, WA

Locally owned custom cabinet painting business

Project manager for 8-10 projects per month ranging in the $7,000 to $20,000 price range
Handled accounts payable and payroll duties for office and on-site crews
Met with customers in their homes and provided estimates for cabinet painting projects
Oversaw office and maintained product inventory

Senior Field Services Tech/Software Specialist  Feb 2009 – Jan 2015

Neopost Northwest, Tukwila, WA

International automation company providing mailing equipment and business process automation

Installed and repaired postage machines/document handling equipment/shipping software solutions
Resolved technical and mechanical issues with the equipment and provided hands on training
Setup shipping software, asset tracking software and bulk mail software
Trained end-users and provided technical support via remote desktop software and on-site service

Tech Support/Low Voltage Electrical Apprentice Aug 2008 – Jan 2009

Wipliance, Bellevue, WA

Regional home and commercial automation services business

Connected, calibrated, and tested home theater equipment, Wi-Fi networks, home automation and security systems
Troubleshooted and repaired PC hardware/software, network and communication issues

Tech Support/Publications Coordinator Jan 2001 – Aug 2008

NW Ministry Network, Snoqualmie, WA

Regional ministry connecting network of church leaders

Diagnosed and resolved PC hardware/software, network and communication issues
Worked with Tier 2 IT to resolve Microsoft Exchange issues
Coordinated maintenance of all office machines (copiers, fax, phones, A/V equipment and mail machinery)
Installed and trained users on Cisco VPN software on laptops, set up and maintained daily backup software
Administered website (content based, non-HTML) and created PowerPoint presentations
Designed print material, coordinated offset print jobs and completed bulk mailings

EDUCATION
Everett Community College, Everett, WA

Course Work: Multi-media production

 

Marysville Pilchuck High School, Marysville, WA

High School Diploma

CERTIFICATIONS
A+ Certification (In Process)

HONORS & AWARDS

Premier Performers – Service award

Awarded to top 25 Field Service Technicians in the entire Neopost USA organization based on outstanding service call statistics and supervisor recommendation