Open to opportunities

Reco Pitcher

@recopitcher

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Proven technical troubleshooter with expertise in SaaS support.

United States

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What I'm looking for

I am looking for a role that values collaboration and continuous improvement, where I can leverage my technical skills to enhance customer experiences and contribute to team success.

I am a dedicated technical troubleshooter with a strong focus on customer satisfaction and a proven track record in SaaS support and technical troubleshooting. With several years of experience, I specialize in delivering exceptional user experiences by resolving complex software and platform issues. My ability to communicate technical concepts in simple terms allows me to act as a critical bridge between technical teams and end-users, ensuring that all parties are aligned and informed.

Throughout my career, I have consistently maintained high customer satisfaction scores and met service level agreement targets. My experience includes onboarding new users, providing product education, and triaging bugs effectively. I thrive in fast-paced, collaborative environments where clear communication and continuous improvement are valued. I am passionate about leveraging my technical proficiency and empathetic communication skills to enhance user experiences and drive customer success.

Experience

Work history, roles, and key accomplishments

Customer Support Technician SAAS

Motorola Solutions

Jan 2021 - Dec 2025 (4 years 11 months)

Improved customer satisfaction by promptly addressing and resolving technical issues, streamlining troubleshooting processes for quicker resolution times. Supported sales teams by providing technical expertise during product demonstrations, increasing customer confidence. Installed, configured, and supported Motorola Solutions software, validating and characterizing reported application issues ove

SaaS Support Technical Troubleshooting Customer Service Ticketing Systems Technical Documentation Incident Management SLA Management

Security Specialist

Charter Spectrum

Jan 2019 - Dec 2020 (1 year 11 months)

Cultivated a welcoming atmosphere by greeting guests professionally while prioritizing safety, and collaborated with local law enforcement agencies to establish strong relationships. Proactively detected potential threats through regular monitoring of surveillance systems and analyzing incident reports. Handled online security complaints on modems and Wi-Fi connections, and monitored for fraud on

Security Monitoring Incident Reports Fraud Detection Customer Service Network Security

Technical Support

Xfinity Comcast

Jan 2014 - Dec 2017 (3 years 11 months)

Maintained up-to-date knowledge of industry trends and emerging technologies to provide informed recommendations for internal process improvements. Enhanced customer satisfaction by resolving complex technical issues promptly and effectively, and contributed to the development of internal training materials. Mentored junior technical support representatives and provided troubleshooting for various