Technical Support Analyst

Tech Support Roanoke, Virginia, United States

Profile
Contacts

Summary

I am an accomplished System Administrator with expertise in a diverse range of IT skills, including system administration, hardware troubleshooting, and network security. My proficiency spans technologies such as Active Directory, Service Now, and Cisco Environments.

In my recent roles as an contractor, I improved support processes, resulting in a 30% decrease in resolution time and a 15% increase in customer satisfaction. At NTT Data Services, Inc, I achieved a 95% customer satisfaction rating while handling 50 technical support tickets daily and contributed to a 15% increase in customer satisfaction through effective staff training.

In a leadership role at Missionside, LLC, I set up a new call center for the 2020 US Census, achieving a 97% accuracy rate on audits of customer support interactions. As a Technical Support Specialist at Charter Spectrum, I maintained an 80% first-call resolution rate and a 95% customer satisfaction rating.

I am confident that my technical expertise, leadership experience, and commitment to customer satisfaction make me an ideal candidate for your team.

Expectations

I am actively seeking a new professional opportunity that aligns with my diverse skill set and passion for providing top-notch technical support. I am eager to join a dynamic team where I can leverage my expertise in system administration, hardware troubleshooting, and network security. Ideally, I am looking for a role that allows me to contribute to the optimization of IT processes, collaborate on innovative solutions, and continue delivering exceptional customer satisfaction. I am excited about the prospect of joining a forward-thinking organization that values continuous learning, growth, and teamwork.