Customer Support Professional
About Me
I am a customer support professional with hands-on experience delivering remote Tier 1 assistance in high-volume environments. I have supported users through phone, chat, and email while resolving authentication, software, connectivity, and hardware issues with accuracy and professionalism.
I am known for maintaining strong CSAT scores, meeting SLAs, and collaborating effectively with cross-functional teams to ensure smooth service delivery. My background includes working in contract roles where I handled technical troubleshooting, ticket escalation, and documentation with a strong focus on quality.
I have experience supporting store users and internal teams using tools such as ServiceNow, JIRA, Active Directory, Citrix, VPN, and Microsoft Office. I am comfortable working across Windows and macOS environments and have exposure to HTML, C++, JavaScript, and Python.
In addition to technical support, I have worked in office administration and dispatch-related roles, where I managed documents, shipping, scheduling, correspondence, and data entry. These experiences strengthened my organizational skills, attention to detail, and ability to work efficiently under pressure.
I also bring experience from emergency dispatch and public-facing service environments, where clear communication and quick decision-making were essential. I am able to stay calm, prioritize tasks, and provide reliable support in fast-paced situations.
My education includes a Bachelor of Science in Human Development from California State University of East Bay, along with Google Cybersecurity training and CompTIA A+ studies in progress. I am continuing to build my technical foundation while applying my customer service and administrative experience to support users effectively.
Skills
Problem SolvingPythonCustomer ServiceCommunicationJavaScriptMicrosoft OfficeJiraTroubleshootingTechnical SupportMicrosoft ExcelHTMLSchedulingData EntryActive DirectoryWindows OSPhone Support
Experience
Delivered remote support for authentication, POS, and software issues using Citrix, VPN, and Active Directory; resolved 70-80% of cases while maintaining 98%+ documentation accuracy. Supported 30-40 store users a day via phone, chat, and email through ServiceNow. Assessed issue complexity and escalated unresolved cases to specialized teams with clear documentation. Resolved issues for mobile devices.
Distributed incoming mail and internal documents to employee offices daily. Managed shipping, receiving, and distribution of packages weekly, coordinating with FedEx, UPS, and USPS. Coordinated and set up meetings, ensuring rooms, equipment, and materials met requirements.
Collected and organized documents across physical and electronic filing systems. Entered payment data with confidentiality and accuracy. Proofread and corrected correspondence and reports weekly.
Delivered customer service to city residents and team members. Managed incoming calls and directed 90% of inquiries to the appropriate department or employee. Scheduled and dispatched workers, equipment, and service vehicles, improving team productivity.
Education
Bachelor of Science in Human Development
Cybersecurity Training
bachelors degree
Portfolio not available.