Open to opportunities

Nygil Ingram

@nygilingram

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Resourceful Technical Support Specialist with a passion for customer satisfaction.

United States

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What I'm looking for

I am looking for a role that values customer satisfaction and offers opportunities for growth.

As a Technical Support Specialist with over three years of experience, I have honed my skills in delivering exceptional Tier 1 and Tier 2 support in fast-paced environments. My journey has been marked by a proven track record in resolving complex hardware, software, and network issues, ensuring high levels of customer satisfaction and compliance with service level agreements (SLAs). I pride myself on my ability to leverage tools such as Salesforce, Jira, and remote support applications like TeamViewer to troubleshoot and enhance system performance.

In my current role as a Team Lead Technical Support Specialist at CDE Solutions, I provide remote support for merchants on POS systems, managing and documenting tickets while collaborating with development teams to deploy effective solutions. My previous experience as a Customer Success Specialist at VersiTech LLC allowed me to support SaaS-based restaurant POS customers, where I utilized data insights to improve customer retention and identify upsell opportunities. I am committed to continuous improvement and have contributed to team success through effective communication and process enhancements.

Experience

Work history, roles, and key accomplishments

Current

Team Lead Technical Support Specialist

Current

CDE Solutions

Jul 2023 - Present (1 year 11 months)

Provided Tier 1 and Tier 2 remote support for merchants on POS systems, network setups, and hardware/software issues. Managed and documented tickets using Salesforce Service Cloud, escalating as needed per SLA and escalation protocols. Partnered with development and fraud prevention teams to deploy location-based services and mitigate system misuse.

Hardware Software support Salesforce Service Cloud Jira RDP TeamViewer SLA

Customer Success Specialist

VersiTech LLC

Jan 2023 - Jul 2023 (6 months)

Supported SaaS-based restaurant POS customers, delivering technical onboarding, training, and configuration support. Diagnosed issues across Windows-based POS devices, including driver errors, peripheral malfunctions, and software bugs. Logged and tracked issues using Jira and Salesforce, achieving an average resolution time under 24 hours.

SaaS Support Technical Onboarding Training Configuration Windows OS Jira Salesforce Customer Retention

Customer Service Agent

Iron Mountain

Aug 2021 - Jan 2023 (1 year 5 months)

Managed a large volume of inbound technical inquiries using Salesforce, WinSCP, Safe Keeper Plus, and advanced Excel tools. Resolved account access issues, billing errors, and cloud document retrieval problems across regulated industries. Consistently surpassed daily call and case quotas, contributing to team improvements through weekly QA reviews.

Salesforce Safe Keeper Plus Microsoft Excel Account Management Billing Support Cloud Document Retrieval Customer Service QA

Education

Degrees, certifications, and relevant coursework

Kennesaw State University

Bachelor of Science, Psychology

Completed a Bachelor of Science in Psychology. The curriculum provided a strong foundation in research methods, statistical analysis, and human behavior.

Coursera

Certification, Technical Support and Cybersecurity

Obtained certifications in Technical Support Fundamentals and Introduction to Cybersecurity Tools & Cyber Attacks. These courses provided foundational knowledge in IT support and cybersecurity principles.