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CL@christopherlawton
Seasoned Technical Support Specialist with a focus on user satisfaction.
United StatesI am a seasoned Technical Support Specialist with over 26 years of experience in delivering high-quality technical support across diverse IT environments. My expertise lies in resolving user inquiries, managing problem escalations, and maintaining system documentation, all aimed at ensuring optimal user experiences and operational efficiency. I have a proven track record in account management, training, and reporting, with a strong focus on continuous improvement and customer satisfaction.
In my current role at IdisAmericas, I provide technical support to over 100 end-users, achieving a 95% resolution rate within SLA timelines. I utilize help desk ticketing systems to track and document complex troubleshooting cases, which has led to a 20% reduction in resolution time. My commitment to enhancing documentation and training new staff has significantly improved first-call resolution rates and streamlined problem escalation processes.
Throughout my career, I have consistently driven support excellence by leveraging my skills in technical support and troubleshooting. I am passionate about fostering a culture of continuous improvement and ensuring that users receive the best possible support experience.
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Work history, roles, and key accomplishments
IdisAmericas
Sep 2024 - Present (1 year 2 months)
Delivered technical support to over 100 end-users, resolving 95% of user inquiries within SLA timelines. Utilized help desk ticketing system to track, document, and escalate complex troubleshooting cases, reducing resolution time by 20%. Maintained and updated knowledge base articles, improving first-call resolution rates by 15%.
Jon Casey Construction Inc
Jun 2024 - Jul 2024 (1 month)
Provided technical support and troubleshooting for 50+ staff, achieving 98% user satisfaction. Managed system maintenance and documentation for IT infrastructure, reducing downtime by 30%. Implemented help desk ticketing system, improving tracking and reporting of user inquiries.
Barnes Welding Supply
Oct 2023 - Jun 2024 (8 months)
Managed personal responsibilities while providing technical support for home systems. Documented and tracked system maintenance tasks to ensure reliability. Utilized troubleshooting skills to resolve daily technology challenges.
Barnes Welding Supply
Jan 2017 - Oct 2023 (6 years 9 months)
Oversaw technical support for 12 locations and 100+ employees, resolving 90% of user inquiries on first contact. Led troubleshooting and system maintenance for 45+ printers and network devices. Developed documentation and knowledge base resources, reducing repeat issues by 25%.
UEI College Fresno
May 2014 - Dec 2016 (2 years 7 months)
Delivered training on technical support, troubleshooting, and system maintenance to 200+ students. Developed documentation and knowledge base materials to support curriculum. Facilitated user inquiries and problem escalation scenarios in classroom settings.
CC Brown Law
Feb 2010 - Apr 2013 (3 years 2 months)
Provided technical support and account management for 4 office sites, supporting 60+ users. Led troubleshooting and system maintenance for servers, IP phones, and network infrastructure. Developed documentation for onboarding and user inquiries, improving efficiency by 20%.
Degrees, certifications, and relevant coursework
Associate of Science, Computer and Information Sciences
Studied foundational concepts in computer and information sciences. Gained knowledge in various aspects of IT and computer systems.
Software and tools used professionally
United StatesYou can contact Christopher and 90k+ other talented remote workers on Himalayas.
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