Technical Support Specialist/Manager Detail-oriented and customer-focused Technical Support Specialist/Manager with over 13 years of experience in technical support, process improvement, and systems management. Proven ability to manage complex technical issues, optimize processes, and lead teams to ensure customer satisfaction and efficient operations. Adept at troubleshooting, managing escalations, and improving workflows. Strong interpersonal skills and the ability to communicate effectively with technical and non-technical stakeholders.
Senior Technical Consulting Engineer
AT&T – Alpharetta, GA
September 2019 – Present
Senior Specialist – IT Telephony Infrastructure Engineering
AT&T – Alpharetta, GA
October 2013 – September 2019
Manager Quality – M&P Process
AT&T – Alpharetta, GA
June 2011 – October 2013
Pharmaceutical Technician
CVS Pharmacy – Covington, GA
April 2009 – June 2011
Extensive experience in troubleshooting and resolving complex Ethernet service issues, including installation and configuration challenges. Served as the primary point of contact for customers and internal teams, effectively managing escalated technical issues and ensuring timely resolutions. Improved customer support processes, reducing resolution times by 25%, while collaborating with customer service and engineering teams to ensure seamless service delivery. Proficient in security administration, managing system access, and addressing system-related issues. Documented best practices and provided training to internal teams, enhancing troubleshooting efficiency and response times.
Delivered high-level technical support for internal teams, assisting with ticket management and addressing complex technical challenges. Analyzed customer-reported issues to prevent service outages and improve satisfaction. Created and maintained support documentation, enabling teams to efficiently resolve common issues. Provided training and mentorship to new team members, emphasizing technical troubleshooting, operational efficiency, and ticket management. Recognized as a subject matter expert in telephony infrastructure, ensuring effective and timely problem resolution for both internal teams and customers.
Leadership in managing teams to troubleshoot and resolve customer readiness issues, significantly reducing cycle times. Spearheaded process improvement initiatives, streamlining workflows to minimize operational delays and enhance efficiency. Designed and implemented Excel-based reporting systems to monitor quality issues and provide actionable insights, leading to a 20% improvement in resolution timelines. Collaborated with internal teams to address complex technical challenges, fostering improved team communication and increasing issue resolution rates. Skilled in driving operational excellence and delivering high-quality technical support solutions.
Expertise in pharmacy prior authorizations, ensuring accurate medication coverage while maintaining compliance with HIPAA and federal regulations. Successfully reduced downtime by 80% through effective troubleshooting and collaboration with pharmacy personnel to ensure continuous system uptime. Contributed to team efficiency by training new employees on medication order processes and system usage, enhancing overall operational effectiveness. Skilled in providing reliable technical support in high-stakes environments to maintain critical workflows and support compliance standards.