Open to opportunities

Charles Franklin

@charlesfranklin

Message

IT Support Specialist with expertise in technical troubleshooting and automation.

United States

Message

What I'm looking for

I am seeking a role that values innovation and offers opportunities for growth.

With over 4 years of experience as an IT Support Specialist, I have honed my skills in technical troubleshooting, automation, and customer service. My journey began with a strong foundation in diagnosing software and hardware issues, which I have built upon through various roles in the tech support field. I hold multiple IT certifications, including CompTIA A+, CompTIA ITF, and Google IT Support, which have equipped me with the knowledge necessary to excel in fast-paced environments.

Currently, I serve as an IT Support & Automation Specialist at Outlier AI, where I provide technical support for clients utilizing AI-powered tools. My role involves enhancing CRM systems and automating workflows to improve customer support efficiency. I take pride in developing Python scripts that streamline IT support processes, showcasing my commitment to innovation and efficiency. My previous experiences at Anthology Inc. and ABC Legal Services have further solidified my ability to resolve complex technical issues while maintaining a high level of customer satisfaction.

Experience

Work history, roles, and key accomplishments

Current

IT Support & Automation Specialist

Current

Outlier AI

Jun 2024 - Present (1 year 1 month)

Provided technical support via live chat, email, and phone for clients using AI-powered tools. Assisted in CRM system enhancements and automation for improved customer support efficiency. Developed Python scripts to automate IT support workflows.

Technical Support CRM Systems Python Automation Customer Service AI Tools Troubleshooting Workflow Automation

Tech Support Agent

Anthology Inc.

Jun 2023 - Sep 2023 (3 months)

Resolved technical issues for parents, teachers, and administrators, troubleshooting software, hardware, and account concerns. Handled 65-80 calls per day and trained in FERPA compliance to ensure student data privacy.

Technical Support Troubleshooting Customer Service Account Management

Technical Support Representative

ABC Legal Services

May 2021 - Jan 2022 (8 months)

Supported legal process servers via live chat and ticketing, resolving compliance and performance issues. Managed 20-25 live chats per hour and processed 60-80 tickets daily, developing email automation to streamline communication.

Technical Support Live Chat Ticketing Compliance Email Automation Customer Service Workflow Optimization

Billing & Tech Support Rep

iworkglobal

Aug 2020 - May 2021 (9 months)

Provided billing and technical support for a SaaS company, managing account disputes and chargebacks. Handled 80-100 calls daily and trained new representatives, optimizing response time and enhancing team efficiency.

Billing Support Technical Support SaaS Account Management Chargebacks Training

Education

Degrees, certifications, and relevant coursework

Edison Community College

Associate Degree, Social Science Education

2005 -

Studied Social Science Education, focusing on the principles of education and social sciences to prepare for a career in teaching and educational support.