michael chen seattle washington 98101 206 5551234 michaelchengmailcom linkedincominmichaelchen customer service technician exceptional troubleshooting skills highly skilled motivated customer service technician 10 years experience proficient diagnosing hardware software problems troubleshooting network connectivity guiding customers stepbystep solutions demonstrated ability adapt rapidly changing technology maintain uptodate knowledge industry trends technical troubleshooting customer support network connectivity problemsolving communication skills hardware repair software diagnostics knowledge industry trends time management customer empathy work experience customer service technician innovative services san francisco ca march 2018 present provide technical support customers via phone email chat resolving average 30 inquiries daily troubleshoot hardware software issues diverse range products ensuring 95 issue resolution rate conduct remote diagnostics guide customers stepbystep solutions complex technical problems collaborate product development team identify recurring issues contribute product improvement customer service technician digital solutions co austin tx june 2013 february 2018 assisted customers resolving technical issues phone email support handling 25 cases daily diagnosed hardware software problems escalating complex issues appropriate technical teams conducted indepth troubleshooting provided remote assistance ensure timely issue resolution collaborated sales team upsell products services achieving 15 increase sales revenue education bachelor science information technology loyola university chicago il 2012