dmartin
Technical Support Specialist L1
A veteran of the United States Marine Corps with over ten years of experience in customer assistance and technology management. Skilled in leading teams of 10 or more in high-pressure environments, providing end-user troubleshooting, and delivering technical solutions. Managed equipment worth more than $500K, guaranteeing risk management, safety, and quality control. Bachelor's degree in information technology management. Proven Technical Support Engineer with two years of expertise with Windows systems and remote situations. Recognized for promptly fixing downtime and smoothly integrating new hardware and software components.
Experience: 2 years
Yearly salary: $66,000
Hourly rate: $30
Nationality: 🇺🇸 United States
Residency: 🇺🇸 United States
Experience
Member Support Specialist
ID.me 2021 - 2023
Increased first-call resolution rates by utilizing extensive knowledge of corporate policies and processes. Maintaining a professional attitude and using de-escalation strategies in difficult situations increased member satisfaction. Identified and fixed frequent technical difficulties, such as two-factor authentication and internal faults. Fielded an average of 25 client contacts every day, clarifying complicated technical topics and increasing customer satisfaction by 15%. Used Jira and Zendesk to keep detailed logs of customer interactions and technical issues, which helped with problem tracking and resolution.
Electronic Sales Associate
Walmart 2018 - 2021
Helped clients troubleshoot and resolve technical difficulties with mobile devices, increasing user satisfaction and device performance. Maintained current knowledge of the latest mobile devices and accessories, making specific recommendations to fit consumer needs. Managed several customer transactions at once, resulting in timely and excellent service experiences.
Member Support Associate
Credential Financial Solutions 2015 - 2018
Provided technical support by phone and email, fixing complicated issues and increasing customer satisfaction by 10%. Assisted customers with invoicing and payment processing, ensuring that payment concerns were resolved accurately and on schedule. Maintained data entry compliance with privacy rules, resulting in a 100% information assurance grade. Collaborated with team members to give effective solutions, elevating concerns as needed to achieve a timely conclusion. Implemented data-driven initiatives to improve operational efficiency and company performance.
Team Leader, Vehicle Crew Chief
United States Marine Corps 2010 - 2014
Oversaw the upkeep and operation of ten amphibious vehicle technicians, ensuring 100% mission readiness and assisting with many large-scale assault drills. Achieved a 15% increase in efficiency by streamlining maintenance procedures with digital documentation systems. Oversaw a $500,000 inventory, cutting down on supply chain delays and optimizing stock levels. 20% less time spent on vehicle downtime and improved troubleshooting thanks to the integration of modern diagnostic software. Reduced repair costs and the number of vehicle failures by thirty percent by implementing a preventive maintenance program.
Skills
customer-support
english