Courtney Madison
Lyons
Summary
Experienced Technical Support Representative with strong background in resolving complex technical issues, enhancing operational efficiency, and optimizing customer satisfaction. Exhibit adeptness in software troubleshooting, network configuration, and IT service management protocols. Demonstrated ability to guide clients through step-by-step solutions while maintaining high engagement levels. Proven capacity for proactive problem-solving, critical thinking, and strategic planning contributes to improved business productivity.
Overview
2
2
years of professional experience
1
1
Certification
Work History
Technical Support Representative
Tech Innovators
Atlanta
08.2022 - 11.2023
- Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.
- Monitored and responded to support tickets in a timely manner, prioritizing based on urgency and impact.
- Assisted in the development and updating of technical documentation and support guides.
- Developed and maintained strong relations with customers to meet quality expectations.
- Served as first point of contact for incoming technical service calls and emails.
- Assisted customers with password resets, account unlocks, and security settings adjustments.
- Maintained positive working relationship with fellow staff and management.
- Participated in after-hours on-call rotation for critical support needs.
- Diagnosed system errors and implemented solutions to resolve them.
- Read technical manuals or attended conferences and seminars to maintain knowledge of hardware and software.
- Utilized remote access tools to connect remotely with customers' systems when necessary.
- Worked with internal teams to deliver accurate information to customers and service accounts.
Customer Support Technician
ABC Tech Solutions
Atlanta
06.2021 - 03.2022
- Assisted customers with instructional support and product troubleshooting.
- Maintained up-to-date knowledge on company products and services offerings.
- Conducted workflow analysis, space design or cost comparison analysis.
- Developed training materials and procedures or trained users in proper use of hardware or software.
- Maintained hardware inventory accessibility to fulfill common requests for service.
- Developed best practices for providing quality customer service while meeting productivity goals.
Education
Associate of Science - Cyber Security
University of Phoenix
Tempe, AZ12-2026
Skills
- Network security
- Incident response
- Security assessments
- Troubleshooting techniques
- Customer service
- Analytical thinking
- Remote support
- Complaint resolution
- Verbal and written communication
- Call center operations
- TCP/IP
- Account management
- Needs assessment
- Hardware troubleshooting
- Desktop support
Certification
- Microsoft Certified: Windows 10
Timeline
Technical Support Representative
Tech Innovators
08.2022 - 11.2023
Customer Support Technician
ABC Tech Solutions
06.2021 - 03.2022
Associate of Science - Cyber Security
University of Phoenix