Zachary Thompson
Hendersonville
Summary
Proficient in diagnosing and resolving complex computer an application hardware and software issues with a focus on delivering superior customer support. Demonstrates deep knowledge of standard operating systems, network communications, and effective troubleshooting techniques. Skilled at untangling challenging technical problems and restoring system functionality to ensure a seamless user experience. Great at figuring out those tricky tech problems and making things run smoothly again.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Tier 2 Technical Support Specialist
Securus Technologies
Nashville, TN
06.2022 - Current
- Provided remote support for a wide range of software and hardware issues, maintaining strong customer relationships.
- Trained new hires on technical support procedures, contributing to overall team success and performance improvement.
- Served as a subject matter expert within the team for specific technologies or products, sharing knowledge with colleagues when needed.
Technical Analyst
Servpro Industries, LLC
Gallatin, TN
04.2022 - 06.2022
- Collaborated with cross-functional teams to complete projects on time, ensuring client satisfaction and meeting business objectives.
- Provided exceptional support for end-users by addressing technical concerns, reducing downtime, and improving user experience.
Correctional Sergeant
Utah Department of Corrections
Draper, UT
09.2016 - 03.2022
- Supervised 10+ employees and performance of tasks and managed 300+ offenders.
- Completed daily work report sheets and delegated tasks to employees.
- Improved staff performance by providing training and guidance on institutional policies and best practices.
Customer Support
YOUNIQUE
Lehi, UT
01.2015 - 12.2016
- Resolved problems with high-profile customers to maintain relationships and increase return customer base.
- Participated in ongoing training to learn new products and enhance skills to optimize customer support delivery.
Education
Associate of Science - Criminal Justice
Utah Valley University
Orem, UTBachelor of Science - Information Technology
Western Governors University
2026
Skills
- Technical Troubleshooting: Proficient in network analysis and resolving complex technical issues
- Ticketing Tools: Experienced with Salesforce, Ivanti, and Jira ticketing tools
- Customer Service: Expert in delivering world-class customer service and technical support
- Communication: Excellent written and verbal communication skills, adept at interacting with diverse audiences
- Problem-Solving: Strong analytical skills with the ability to diagnose issues and identify solutions proactively
- Adaptability: Quickly adapts to new technologies and changing business requirements
- Team Collaboration: Effective at working independently and as part of a team to achieve objectives
Accomplishments
- Earned extensive praise from customers for outstanding support experiences, reflected in a 98% satisfaction rating from resolution surveys, demonstrating a deep dedication to achieving customer satisfaction.
Certification
CompTIA A+, Google Technical support Fundamentals
Timeline
Tier 2 Technical Support Specialist
Securus Technologies
06.2022 - Current
Technical Analyst
Servpro Industries, LLC
04.2022 - 06.2022
Correctional Sergeant
Utah Department of Corrections
09.2016 - 03.2022
Customer Support
YOUNIQUE
01.2015 - 12.2016
Associate of Science - Criminal Justice
Utah Valley University
Bachelor of Science - Information Technology
Western Governors University
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