Experience

SECURITYBUD INC

• United States
• Security Systems Services
• 1 - 100 Employee

• Technologist

  • Mar 2014 - Present



Car-Research XRM

• United States
• Motor Vehicle Manufacturing
• 1 - 100 Employee

• Help Desk Specialist

  • 2010 - 2012

  Provided technical support for a cloud based CRM tool designed specifically for the automotive industry. Answered calls from ACD queue and quickly identified the source of the issue, if any, by employing a "divide and conquer" approach to troubleshooting; listening to the customer complaint, asking a pertinent question and using the response to narrow down possible solutions. Frequently utilized remote access software to view and control the customer's computer to aid in troubleshooting or repairing the issue. After demonstrating myself to be the most effective troubleshooter within the department was promoted to the most senior tech support representitive, spending less time on the phone troubleshooting and more time working with Tier 1 and Tier 2 techs, coordinating with developers and researching the most complicated issues before escalating to the development team. Worked closely with department management as to ensure communication about fundamentals such as networking and the windows enviorment to the customer were both technically accurate and related to the issue at hand. Show less