Cinque Goodwin
@cinquegoodwin
Customer success champion leveraging technical knowledge for business success.
What I'm looking for
I am a dedicated Technical Application Support Specialist with extensive experience in customer success and technical support roles. My journey has equipped me with the skills to resolve complex technical issues while ensuring customer satisfaction. I have a proven track record of effectively communicating technical information to diverse audiences, which has been pivotal in my roles at Follett School Solutions and Apple.
Throughout my career, I have implemented innovative solutions, such as a relational database for bug tracking, which significantly improved the quality of iOS releases. My ability to collaborate with cross-functional teams has allowed me to identify root causes of user problems and propose effective solutions. I take pride in mentoring entry-level teammates, fostering a culture of learning and growth within my teams.
Experience
Work history, roles, and key accomplishments
Technical Application Support Specialist
Follett School Solutions
Jun 2024 - Nov 2024 (5 months)
Resolved customer questions and issues over the telephone in the areas of system configuration, product functionality, and general usage. Documented all support interactions and resolutions in ticketing systems (ServiceNow, Zendesk).
Senior Technical Advisor
Apple
Mar 2021 - Mar 2024 (3 years)
Utilized advanced troubleshooting techniques, including log analysis and network diagnostics, to identify and resolve diverse device user problems. Collaborated with cross-functional teams (engineering, fraud prevention) to identify root causes of user problems and propose solutions.
Technical Support Specialist
Samsung Electronics
Sep 2020 - Mar 2021 (6 months)
Engaged with customers via phone, chat, and email, and isolated technical issues on Android OS. Strategically performed root cause analysis using various diagnostic tools and proprietary applications.
Customer Service and Technical Representative Tier I
Convergys/Comcast
May 2019 - Sep 2020 (1 year 4 months)
Maintained a high satisfactory NPS Score and navigated proprietary customer relationship management tools with a goal of first call resolution. Troubleshooted equipment problems, interpreted bills, and processed credits and payments.
Global Technical Engineer Tier II
IHG
May 2018 - May 2019 (1 year)
Assisted with new hire training and understanding the duties of an IHG Agent, helping them adapt and learn resources for successful calls. Provided second-level support for complex issues beyond the control of other agents for Windows and Linux OS.
Global Technical Engineer Tier I
IHG
Jul 2017 - May 2018 (10 months)
Responded to customers' requests for technical services via phone or email, 24x7 globally, answering questions on product function and use. Applied understanding and knowledge of information systems products and services to assist customers on technical matters.
Education
Degrees, certifications, and relevant coursework
Atlanta Metropolitan State College
Associate in Computer Science, Computer Science
Studied computer science fundamentals. Gained knowledge in operating systems, database management, and various software applications.
Tech stack
Software and tools used professionally
Availability
Location
Authorized to work in
Job categories
Interested in hiring Cinque?
You can contact Cinque and 90k+ other talented remote workers on Himalayas.
Message CinqueFind your dream job
Sign up now and join over 85,000 remote workers who receive personalized job alerts, curated job matches, and more for free!
