Skyler Wiggins
Bowdon
Summary
Versatile worker with multiple years of experience in customer service and technical support within the technology sector. Proven track record in managing team workflows, resolving complex issues, and enhancing customer satisfaction. Skilled in system optimization, data reporting, and training new hires. Demonstrated ability to lead initiatives that improve operational efficiency and support metrics, ensuring high-quality service delivery. Willing to relocate: Anywhere
Overview
9
9
years of professional experience
1
1
Certification
Work History
Technical Support Agent
Janus International
Temple, GA
09.2025 - 03.2026
- Customer Support: Deliver technical assistance and customer service via phone, email, and chat with professionalism and promptness.
- Issue Resolution: Diagnose and troubleshoot hardware, software, and network issues to restore customer functionality efficiently.
- Documentation: Record customer interactions, problems, and solutions in a CRM or ticketing system for accurate tracking and follow-up.
- Installation & Setup: Guide customers through installing and configuring software or devices, ensuring a smooth setup process.
- Escalation & Collaboration: Refer complex issues to higher-level support or engineering teams and work with colleagues to resolve them.
- Customer Education: Teach customers how to use products effectively and prevent future issues by simplifying technical information.
- Follow-up: Check in with customers after issue resolution to confirm satisfaction and ensure no further problems exist.
- Continuous Improvement: Stay informed about product updates and industry trends to enhance support quality and efficiency.
Technical Support Systems Administrator
Janus International
Temple, GA
05.2025 - 09.2025
- The Technical Support Systems Administrator is responsible for maintaining and optimizing the platforms used by the Nokē Smart Entry Technical Support team.
- This role will identify and implement system improvements, manage integrations, and support data reporting needs through advanced data set creation and custom reporting.
- This role ensures platforms run efficiently to support team operations and provide insightful analytics based on ticket and call data.
- Manage and maintain platforms used by the Technical Support team (e.g., ticketing systems, call center software, reporting tools).
- Evaluate current systems and workflows to identify improvement opportunities and recommend platform changes when needed.
- Implement system optimizations and support configuration updates, automation, and integrations.
- Build and maintain custom datasets from ticketing and call data to support operational reporting and performance tracking.
- Design and deploy dashboards and reports for leadership and team visibility into support metrics and trends.
- Collaborate with internal teams and vendors to troubleshoot system issues and implement solutions.
- Ensure system documentation is up to date and clearly outlines usage, workflows, and data sources.
- Support onboarding and training efforts for new hires on platform usage and best practices.
Integrations and Technical Support Team Lead
Janus International
Douglasville, GA
12.2024 - 05.2025
- Manage team workflow to assign cases, identify and handle customer escalations.
- Ensure customer service and technical support standards are met with ticket field completion, communication quality, and issue resolution.
- Assist with agent onboarding, training, and further development.
- Identifying trends and gathering details on specific issues or bugs to report related to Integrations.
- Identifying trends and gathering details on specific issues or bugs to report related to software/firmware/hardware.
- Assist management team with implementing policies and procedures to improve customer experience.
- Provide continued service, support, and maintenance of integrations with Noke Smart Entry System.
- Adherence to Janus International policies and procedures.
- Enforce appropriate OSHA requirements and Janus safety policies and processes.
- Query and read SQL database in order to troubleshoot integration issues.
Technical Support Team Lead
Janus International
Douglasville, GA
09.2023 - 12.2024
- Manage team workflow to assign cases and identify and handle customer escalations.
- Ensure customer service and technical support standards are met with ticket field completion, communication quality, and issue resolution.
- Assist with interviewing, agent onboarding, training, and further development.
- Identifying trends and gathering details on specific issues or bugs to report.
- Assist the management team with implementing policies and procedures to improve customer experience.
- Provide continued service, support, and maintenance of the installed Noke Smart Entry System.
- Adherence to Janus International policies and procedures.
- Enforce appropriate OSHA requirements and Janus safety policies and processes.
Elite Customer Care Representative
Janus International
Douglasville, GA
03.2023 - 09.2023
- Provide customer and technical support to premium customers.
- Research and validate technical information and/or engage or escalate issues.
Customer Service Representative
Janus International
Temple, GA
04.2022 - 03.2023
- Provide Tier 1 support by resolving phone and email support tickets regarding the Nokē line of smart locks and web/mobile apps.
- Perform research and validate technical information, issue early warning and disseminate information as needed and/or engage or escalate to more senior resources to resolve more complex issues.
3rd Shift On-Site Coordinator
North Georgia Staffing
Bremen, GA
06.2022 - 05.2022
- The On-Site Coordinator will be responsible for managing employees and maintaining a professional relationship between agency, warehouse personnel, and client departments.
- I work exclusively at Honda Lock in Bremen, GA.
Machine Operator
OFS FITEL LLC
Carrollton, GA
12.2019 - 06.2021
- Operating extruder, using SAP ERP software, ensuring product quality, obtaining samples, creating labels, usage of the metric system.
Dispatcher/Clerical
LIFELINE EMS
Carrollton, GA
07.2019 - 12.2019
- Perform a variety of routine clerical, administrative, and technical work in receiving and dispatching routine and emergency information.
- Keeping official records and assisting in the administration of the standard operating policies and procedures of the dispatch center.
Manager/Customer Service Representative
Food Depot
Carrollton, GA
11.2016 - 07.2019
- Operating a cash register, handling money, ten-key, data entry, stocking, answering phones, customer service, assembling displays, assisting customers, cleaning, lifting heavy boxes, putting data into Microsoft Word and Excel.
Education
High school or equivalent - undefined
Bowdon High School
05.2018
Skills
- Led product demos to enhance client understanding
- Developed client relationships through effective phone interactions
- Resolved software issues through comprehensive troubleshooting
- Practiced professional phone etiquette in customer service roles
- Directed customer support initiatives to improve satisfaction
- Managed data entry operations with attention to detail
- Oversaw escalation processes to ensure timely resolutions
- Conducted thorough data verification checks for accuracy
- Accumulated extensive experience as an IT support specialist
- Oversaw team management to drive performance
- Leveraged Microsoft Dynamics 365 for operational efficiency
- Administered database systems to support business needs
- Acted as a technical user to provide insights and solutions
- Excelled in Microsoft Office to streamline workflows
- Honed computer skills to enhance productivity
- Delivered specialized IT support to enhance user experience
- Provided expert technical support to clients
- Cultivated strong organizational skills to manage multiple tasks
- Executed computer operations to meet business objectives
- Engaged with SaaS platforms to optimize service delivery
- Enhanced phone communication skills for effective interactions
- Facilitated technical troubleshooting support to resolve issues
Certification
- ServSafe
- Driver's License: Georgia issued drivers license. August 2019 to July 2027
- ServSafe Food Protection Manager Certification: March 2016 to March 2021
- The ServSafe Manager Certification verifies that a manager or person in charge has sufficient food safety knowledge to protect the public from foodborne illness.
Awards
President's Award For Educational Excellence: May 2017, To receive the President's Award For Educational Success, students must meet a minimum GPA of 4.0, reach certain levels on state tests, or receive a teacher recommendation.
Additional Information
- Authorized to work in the US for any employer.
Timeline
Technical Support Agent
Janus International
09.2025 - 03.2026
Technical Support Systems Administrator
Janus International
05.2025 - 09.2025
Integrations and Technical Support Team Lead
Janus International
12.2024 - 05.2025
Technical Support Team Lead
Janus International
09.2023 - 12.2024
Elite Customer Care Representative
Janus International
03.2023 - 09.2023
3rd Shift On-Site Coordinator
North Georgia Staffing
06.2022 - 05.2022
Customer Service Representative
Janus International
04.2022 - 03.2023
Machine Operator
OFS FITEL LLC
12.2019 - 06.2021
Dispatcher/Clerical
LIFELINE EMS
07.2019 - 12.2019
Manager/Customer Service Representative
Food Depot
11.2016 - 07.2019
High school or equivalent - undefined
Bowdon High School