Reco Pitcher
Denver,CO
Summary
Customer Support Professional with extensive experience delivering effective solutions and achieving high customer satisfaction. Proficient in diagnosing and resolving technical issues, utilizing strong troubleshooting skills and knowledge of operating systems and networking protocols. Demonstrated ability to analyze system performance and security, enhancing user experience through targeted technical support.
Overview
11
11
years of professional experience
Work History
Customer Support Technician SaaS
Motorola Solutions
01.2021 - 01.2025
- Boosted customer satisfaction by resolving technical issues quickly.
- Enhanced customer trust by supporting sales with technical expertise.
- Reduced support inquiries by creating targeted training materials from feedback analysis.
- Strengthened team performance by mentoring new members and sharing knowledge.
- Streamlined support process by developing a comprehensive troubleshooting guide.
- Improved resolution times by implementing an effective troubleshooting guide.
- Troubleshot customer issues effectively through remote support tools and systems.
- Developed and maintained knowledge base articles to enhance team efficiency and customer satisfaction.
- Collaborated with cross-functional teams to resolve technical problems promptly and accurately.
- Mentored junior technicians on best practices for customer interactions and technical resolutions.
- Improved customer satisfaction by promptly addressing and resolving technical issues.
- Streamlined ticketing process by integrating automation tools, significantly reducing response times for customers.
Security Specialist
Charter Spectrum
01.2019 - 01.2020
- Ensured safety by welcoming guests and maintaining a secure environment.
- Strengthened incident response through partnerships with local law enforcement agencies.
- Identified potential threats by monitoring surveillance and acting proactively.
- Enhanced safety protocols through comprehensive security audits and actionable recommendations.
- Resolved online security issues, improving customer trust and satisfaction.
- Implemented advanced monitoring systems, significantly improving incident response times.
Technical Support
Xfinity Comcast
01.2014 - 01.2017
- Elevated customer satisfaction by resolving complex technical issues efficiently.
- Enhanced team problem-solving by mentoring junior staff on product knowledge.
- Reduced service downtime by partnering with engineering during outages.
- Streamlined support processes through the development of troubleshooting guides.
- Improved service reliability by providing expert troubleshooting across Xfinity services.
- Refined support strategies by analyzing customer feedback, enhancing service delivery.
Education
High School Diploma -
Aurora Central High School
Aurora, CO01-2007
No Degree - Computer And Information Systems
Metropolitan State University of Denver
Denver, CO12-2027
Skills
- CRM experience
- Remote support
- Call center experience
- Customer empathy
- Technical support
- Customer education
- Social media support
- Report generation
- Report creation
- Service ticket tracking
- Telecommunications equipment
- Installations and repairs
- Hardware troubleshooting
- Documentation and reporting
- Service calls
- CRM software
- Software troubleshooting
- Troubleshooting and diagnosis
- Network systems
- Customer service
- Problem-solving
- Teamwork and collaboration
- Problem-solving abilities
- Microsoft windows and office
- Multitasking
- Desktop support
- Help desk support
- Software installation
- Troubleshooting network issues
- Software upgrades
- Application installations
- System maintenance
- System testing
- Written communication
Timeline
Customer Support Technician SaaS
Motorola Solutions
01.2021 - 01.2025
Security Specialist
Charter Spectrum
01.2019 - 01.2020
Technical Support
Xfinity Comcast
01.2014 - 01.2017
High School Diploma -
Aurora Central High School
No Degree - Computer And Information Systems
Metropolitan State University of Denver