Looking for a job

Deangelo powers

@deangelopowers

Technical Customer Support Specialist at Concentrix resolving complex software and connectivity issues for a global user base.

United States

Message

At Concentrix, I own and resolve complex technical inquiries in a remote-first environment, troubleshooting software and connectivity issues for a global user base. I also maintain technical documentation and call logs, and handle escalations through definitive technical resolutions.

At Football Fanatics, I resolved complex account and system issues and used enterprise applications and search tools to investigate system discrepancies. Earlier, at Computer Etc, I provided L1/L2 support across Windows, Mac OSX, and Linux environments.

Experience

Work history, roles, and key accomplishments

Current

Technical Customer Support Specialist

Current

Concentrix

Oct 2022 - Present (4 years)

Own and resolve complex technical inquiries in a remote-first environment, ensuring high first-contact resolution rates. Perform advanced troubleshooting for software and connectivity issues and manage high-pressure escalations.

Windows MacOS Linux iOS Android Microsoft Office 365 Google Workspace Remote troubleshooting Technical Documentation Escalation Management Conflict Resolution

Escalation Support Representative

Football Fanatics

Oct 2019 - Oct 2022 (3 years)

Acted as a point of escalation for complex account and system issues, owning incidents from initial report through to final resolution. Collaborated with internal teams to communicate resolutions and identify recurring technical bugs.

Incident Management Data Analysis Root Cause Analysis Documentation Collaboration

Technical Support Representative

Computer Etc

Aug 2015 - Oct 2019 (4 years 2 months)

Provided L1/L2 technical support for a wide array of hardware and software issues in a fast-paced environment. Troubleshot multi-OS environments and managed a high volume of inbound technical requests.

Windows MacOS Linux Troubleshooting Customer Support Prioritization