Troubleshooting
Patton Diets
Big Stone Gap
Summary
Driven Technical Support Agent with expertise in complex problem-solving, remote support, and customer service. Proven ability to enhance customer satisfaction while documenting interactions effectively.
Detail-oriented professional with a solid background in technical support and customer service. Skilled in diagnosing technical issues and providing tailored solutions to enhance user experience. Committed to delivering exceptional service and improving operational efficiency.
Results-focused individual with strong sales expertise and excellent communication skills. Known for resolving diverse technical issues and improving customer satisfaction through active listening and effective problem-solving. Ready to leverage these strengths to drive customer loyalty and achieve business goals.
Overview
1
1
Certification
3
3
years of professional experience
Work History
Technical Support Agent
Foundever
09.2025 - 07.2026
- Diagnosed and troubleshot technical problems using remote desktop tools to enhance customer satisfaction.
- Documented customer interactions in ticketing system, maintaining accurate records for future reference.
- Assisted customers with account management, guiding them through setup and configuration processes.
- Adapted quickly to new software updates and tools, improving response times for support requests.
- Delivered exceptional service by actively listening to customer concerns and providing tailored solutions.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Enhanced communication skills through active listening techniques during customer interactions, resulting in more effective problem-solving abilities.
- Cultivated sales experience by listening to what customers truly need and suggesting the best possible plan.
Crew Member
Frostbite Snowshack
07.2025 - 09.2025
- Monitored inventory levels, reporting shortages to management to ensure timely replenishment of supplies.
- Took orders, prepared meals, and collected payments.
- Demonstrated strong multitasking abilities, handling multiple orders simultaneously without compromising quality or efficiency.
- Worked well with teammates and accepted coaching from management team.
- Collaborated with team members to complete orders.
- Improved customer satisfaction by providing friendly and efficient service at the register.
- Cleaned and maintained all areas of restaurant to promote clean image.
Cashier
Food City
04.2024 - 12.2024
- Processed customer transactions efficiently using point-of-sale (POS) systems.
- Maintained accurate cash drawer balances throughout shifts to ensure financial integrity.
- Assisted customers with product inquiries, enhancing overall shopping experience.
- Collaborated with team members to streamline checkout processes during peak hours.
- Handled returns and exchanges in compliance with store policies, ensuring customer satisfaction.
- Trained new cashiers on operational procedures and best practices for customer service.
- Worked flexible schedule and extra shifts to meet business needs.
Crew Member
McDonald's
10.2023 - 03.2024
- Provided exceptional customer service in fast-paced environment, ensuring guest satisfaction and repeat business.
- Operated cash register efficiently, processing transactions accurately and handling cash responsibly.
- Prepared food items according to restaurant standards, maintaining quality and presentation for customer orders.
- Collaborated with team members to optimize workflow during peak hours, enhancing overall operational efficiency.
- Maintained cleanliness and organization of workstations, adhering to health and safety regulations consistently.
- Assisted in training new crew members on procedures and best practices for efficient operations.
- Resolved customer complaints promptly, demonstrating strong problem-solving skills and commitment to service excellence.
- Worked front counter, drive-thru and other areas.
Education
General Education - General Education
Mountain Empire Community College
Big Stone Gap, VA05-2026
Bachelor of Computer Science - IT
University of Virginia At Wise
Wise, VA05-2028
High School Diploma -
Union High School
Big Stone Gap, VA05-2024
Skills
- Remote support
- Ticket management
- Application support
- Telecommunications
- Backup solutions
- Customer service
- Problem-solving skills
- Excellent people skills
- Sales expertise
- Product sales
- Complex Problem-solving
- Sales strategies
- Work ethic and integrity
Certification
- Microsoft Office Suite Certified
Software
Understanding of computers
Technical support for accounting software
Adapt to new software updates and programs
Timeline
Technical Support Agent
Foundever
09.2025 - 07.2026
Crew Member
Frostbite Snowshack
07.2025 - 09.2025
Cashier
Food City
04.2024 - 12.2024
Crew Member
McDonald's
10.2023 - 03.2024
Bachelor of Computer Science - IT
University of Virginia At Wise
General Education - General Education
Mountain Empire Community College
High School Diploma -
Union High School