Open to opportunities

Isaac Ussery

@isaacussery

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Customer-focused IT professional with a passion for Apple products.

United States

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What I'm looking for

I am looking for a role that allows me to leverage my technical expertise while providing exceptional customer experiences in a collaborative environment.

I am an IT Data Specialist with a Bachelor of Science in Computer Science from the University of Texas at San Antonio. With over four years of experience in technical support and customer service, I have developed a strong ability to resolve complex issues while providing exceptional customer experiences. My passion for Apple products drives my commitment to delivering intuitive solutions that enhance user satisfaction.

In my current role as an IT Support Specialist at Truescale Marketing, I provide Tier 1/2 technical support to over 500 users, consistently achieving a 95% average customer satisfaction score. I excel in managing support tickets through Zendesk, where I have successfully reduced ticket resolution times by 12%. My previous experience as a Technical Customer Support Advisor at M ysmartpros allowed me to hone my skills in diagnosing and resolving technical problems, achieving an impressive first-call resolution rate of 87%.

Experience

Work history, roles, and key accomplishments

Current

IT Support Specialist

Current

Truescale Marketing

Jun 2023 - Present (1 year 11 months)

Provided Tier 1/2 technical support to 500+ users (macOS/Windows), resolving hardware, software, and network issues. Achieved 95% average CSAT score through effective problem resolution and empathetic communication. Managed support tickets via Zendesk, consistently exceeding SLAs (e.g., reduced ticket resolution time by 12%).

MacOS Windows Zendesk Customer Service Technical Support

Technical Customer Support Advisor

Mysmartpros

May 2021 - Present (4 years)

Delivered customer service and technical support for internet, TV, and mobile services. Diagnosed and resolved diverse technical problems, guiding customers through troubleshooting steps. Exceeded targets for first-call resolution (87%) and customer satisfaction (4.8/5 average rating).