Summary
Located in Pikeville, KY, I am a Technical Support professional with hands-on experience providing remote end-user support, troubleshooting hardware and software issues, and leading technical support teams in fast-paced hosting and services environments.
Experience
Technical Support Team Lead
hosting.com Mar 2023 - Dec 2025
- Led a team of 32 employees, providing guidance and support to ensure successful completion of projects.
- Implemented effective communication strategies to foster collaboration and improve team productivity.
- Developed and implemented training programs for new team members, resulting in reduced onboarding time.
- Monitored team performance and provided regular feedback to drive continous improvement.
- Collaborated with cross-functional teams to identify process improvements and implement best practices.
Technical Support Specialist
InMotion Hosting Feb 2022 - Feb 2023
- Provided technical support to end-users and troubleshooting hardware and software issues.
- Resolved 95% of customer inquiries on the first call and exceeding departmental targets.
- Collaborated with cross-functional teams to identify and resolve complex technical problems.
- Documented all support interactions accurately and thoroughly in the ticketing system.
- Performed remote troubleshooting through diagnostic techniques and pertinent questions.
Data Services Expert
Intuit Sep 2018 - May 2021
- Repaired and restored QuickBooks databases, ensuring data integrity, and minimizing downtime for small business users.
- Utilized SQL for data analysis, troubleshooting, and custom Query development to resolve complex data-related issues.
- Leveraged Splunk to investigate service anomalies, identify root causes, and support resolution workflows.
- Interpreted large datasets to diagnose problems, implement fixes, and deliver accurate and timely support solutions.
- Maintained a strong focus on data privacy and customer satisfaction in a high-volume and customercentric environment.
Tier 2 AppleCare Advisor
Apple Apr 2018 - Sep 2018
- Provided technical support to customers via phone, email, chat, and resolved 95% of issues on the first contact.
- Collaborated with Tier 1 support team to escalate complex issues and ensure timely resolution.
- Troubleshot hardware and software problems for a wide range of products including computers, printers, routers, and mobile devices.
- Demonstrated expertise in troubleshooting network connectivity issues by analyzing logs and conducting remote diagnostics.
- Assisted customers in configuring software applications and resolving compatibility issues.
Assistant Store Manager
Family Dollar May 2017 - May 2018
- Assisted store manager in overseeing daily operations including inventory management, staff scheduling, and customer service.
- Trained and mentored new employees on company policies, procedures, and customer service standards.
- Collaborated with the store manager to develop and implement effective merchandising displays to drive sales.
- Managed cash handling procedures and ensured accuracy and compliance with company guidelines.
- Resolved customer complaints or concerns promptly and effectively, to maintain high levels of customer satisfaction.
Skills
Technical
Computer Science Problem-Solving e-Commerce Linux Computer Operation Analysis Skills Typing
General
Customer Service Leadership Team Training Teamwork Time Management Communication Skills