RMrockelle maness
@rockellemaness
Technical support specialist delivering customer-focused troubleshooting and SaaS expertise.
United StatesWhat I'm looking for
I am a dedicated technical support specialist with 3+ years providing customer-focused troubleshooting for software and hardware across construction and technology sectors. I excel at translating complex technical concepts into clear guidance for diverse users.
At Trimble and Apple, I supported cloud-hosted applications, mobile devices, and enterprise customers while using CRM, Jira/Confluence, and AI-assisted support tools to meet SLAs and improve workflows.
I bring strong problem-solving, escalation coordination, and documentation skills, plus experience with SQL, ERP systems, SSO/MDM fundamentals, and cross-functional collaboration that drive customer satisfaction and operational improvements.
Experience
Work history, roles, and key accomplishments
Application Support Specialist
Trimble
Apr 2024 - Present (1 year 6 months)
Assist customers with system setup, configuration, and implementation for construction-focused software, resolving issues via phone, chat, and screen-sharing while coordinating escalations to meet SLAs.
Technical Support Representative
Trimble Transportation
May 2022 - Apr 2024 (1 year 11 months)
Identified, documented, and resolved hardware and software issues via CRM, maintained SLA/KPI targets, prioritized cases by severity, and collaborated with internal teams to drive visibility and resolutions.
Technical Support Representative
Apple (via Kelly Connect)
Mar 2019 - May 2022 (3 years 2 months)
Provided Tier 2 application and device support, collaborated with engineering and vendors on integrations, created SOPs, automated monitoring checks, and managed premium support and warranty cases to maintain high customer satisfaction.
Education
Degrees, certifications, and relevant coursework
UCUniversity of Phoenix - Online Campus
College, Business Administration
2025 -
Pursuing coursework in Business Administration via the University of Phoenix online campus beginning January 2025.
Bolton High School
High School Diploma, General Education
2011 - 2015
Completed high school diploma at Bolton High School, graduating in May 2015.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
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