MCMinerva Crow
@minervacrow
Product support specialist delivering rapid, customer-focused technical solutions.
United StatesWhat I'm looking for
I am a Product Support Specialist with over three years of Tier 2 technical support experience, focused on resolving complex software and hardware issues and managing high ticket volumes. I consistently deliver clear communication, effective documentation, and strong customer satisfaction in fast-paced environments.
At Global Payments I supported 30+ customers weekly, resolved 500+ complex incidents, and contributed solutions to internal knowledge bases while maintaining a 5/5 satisfaction rating and improving customer satisfaction by 15%. Previously, I reduced resolution delays by 20% as a Service Desk Technician and imaged and configured systems for field agents as a Hardware Technician.
I hold completed coursework in Computer Science, certifications including a Front-End Development Bootcamp and Cyber Security Analyst coursework, and I am currently pursuing CompTIA CySA+. I take pride in root cause analysis, SLA adherence, and creating knowledge base content that scales team effectiveness.
Experience
Work history, roles, and key accomplishments
Product Support Specialist
Global Payments
Jan 2023 - Dec 2024 (1 year 11 months)
Provided Tier 2 technical support to 30+ customers weekly, resolved 500+ complex incidents, and improved customer satisfaction by 15% through consistent follow-up and knowledge-base contributions.
Service Desk Technician
HomeServe Contact Center
Oct 2021 - Sep 2022 (11 months)
Resolved 60% of support calls within 5–10 minutes and independently closed 70 tickets in a five-day span, reducing resolution delays by 20% through proactive communication with internal clients and field agents.
Hardware Technician
EMJ Construction Corporation
Apr 2021 - Jun 2021 (2 months)
Imaged and configured 20+ systems daily for field agents and maintained 100% compliance with data security policies to ensure operational readiness.
IT Support Student Worker
Chattanooga State Community College
Sep 2019 - Oct 2019 (1 month)
Supported 500+ campus systems and assisted with critical academic events, earning an Outstanding Service Award for reliability and performance.
Education
Degrees, certifications, and relevant coursework
CCChattanooga State Community College
Completed Coursework, Computer Science
2019 - 2023
Completed coursework in Computer Science at Chattanooga State Community College from 2019 to 2023.
Chattanooga School for the Arts and Sciences
High School Diploma, General Education
Earned a High School Diploma from Chattanooga School for the Arts and Sciences in 2019.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
Skills
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