Michael DeWinter
Linden,TN
Summary
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Professional Support Specialist with broad experience in delivering exceptional client assistance and resolving complex issues. Strong focus on team collaboration, adapting to changing needs, and achieving results. Skilled in troubleshooting, communication, and conflict resolution. Known for reliability, problem-solving, and customer-centric approach.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Remote Support Specialist
Field Adantage
06.2013 - Current
- Delivered exceptional customer support through troubleshooting and resolving technical issues.
- Collaborated with cross-functional teams to enhance service delivery and improve client satisfaction.
- Developed training materials for onboarding new team members, ensuring consistency in support processes.
- Implemented an efficient ticketing system to track customer inquiries and streamline response times.
- Mentored junior staff in best practices for customer engagement and problem-solving techniques.
- Maintained detailed documentation of support interactions, ensuring valuable insights are preserved for future reference and analysis.
- Managed high-priority tickets with professionalism, ensuring timely resolutions while maintaining excellent rapport with clients.
- Utilized ticketing system to track customer requests and prioritize urgent needs.
- Delivered exceptional remote support services by leveraging advanced diagnostic tools and methodologies.
- Enhanced team productivity by implementing a new ticketing system to streamline support requests.
- Resolved complex customer issues, ensuring high satisfaction rates with personalized support solutions.
- Tested new software and hardware prior to deployment.
- Configured hardware, devices, and software to set up work stations for employees.
- Working on a tier 2 helpdesk of 6 remote technicians, closing more than 1,000 ticket per month.
Field Service Technician
Workmarket.com
02.2014 - 02.2020
- Responsibilities include instillation and startup of new equipment. Trouble-shooting and repair of improperly functioning equipment. End user training and education. Performing MAC (moves/adds/changes), periodic maintenance, service repair of PBX telephone systems, voicemail systems, and local carrier provided services (T-1, DSL, and POTS lines). Identifying, labeling, dressing, terminating, testing, and quality assurance of the copper cabling media which included 4 pair UTP CAT 5E, CAT 6, and 25 - 200 pair UTP CAT 3.
- Document and maintain administrative paperwork.
- Conducted regular analysis of support interactions to identify trends and recommend process improvements.
- Led initiatives to optimize workflow, resulting in reduced resolution times for customer concerns.
- Tracked and documented customer interactions in customer relationship management system to maintain accurate records.
- Acted as a liaison between clients and development teams, ensuring timely communication during critical incidents.
- Collaborated with cross-functional teams to develop and implement effective support strategies.
Field Service Technician
SMART SOURCE
04.2014 - 07.2014
- VOIP phone install and setup, tone and trace analog lines, 66 and 110 block punch downs, and install and configure Cisco routers in ATM’s
Education
Some College (No Degree) - Information And Computer Systems
NEW HORIZONS COMPUTER LEARNING SCHOOL
Grand Rapids, MISkills
- Key Strengths include:
- Project Management
- Technical Skills
- Customer Service
- Communication Skills
- Troubleshooting
- Organizational Skills
- Customer service
- Remote support
- Support services
- Customer relationship management
- Technical assistance
- Technical troubleshooting
- Incident management
- Empathy and patience
- [Software] expertise
- Escalation handling
- Service desk operations
- SLA compliance
- Ticket management
- Hardware troubleshooting
- Application support
- Network troubleshooting
- Virtualization technologies
- Helpdesk operations
- Documentation and reporting
- Telecommunications
- Issue escalation
- IT ticket documentation
- Troubleshooting and Diagnostics
- Technical background
- Software troubleshooting
- Problem-solving
- Attention to detail
- Friendly and patient
- Help desk support
- Remote technical support
- Desktop support
- Technical documentation
- LAN/WAN
- Hardware upgrades
Certification
A+ cerifcation
Timeline
Field Service Technician
SMART SOURCE
04.2014 - 07.2014
Field Service Technician
Workmarket.com
02.2014 - 02.2020
Remote Support Specialist
Field Adantage
06.2013 - Current
Some College (No Degree) - Information And Computer Systems
NEW HORIZONS COMPUTER LEARNING SCHOOL
COMMUNICATION
Acknowledged as a pivotal contact point for troubleshooting for customers and management. Exceptional communication skills with all levels of staff.