Technical Support / Service Desk
Front-line support focused on calm customer handling, structured troubleshooting, and accurate documentation in production environments.
Role Overview
I support a Linux-based POS & payments ecosystem (Cake by Mad Mobile), handling live phone and chat interactions during business-critical incidents. I emphasize structured intake, de-escalation, accurate symptom gathering, and disciplined documentation to enable quick resolution.
Technical Support Skills
- High-volume phone, chat, and email support
- Linux-based POS system support (support context)
- Command-line checks during troubleshooting
- Incident intake, triage, and prioritization
- Customer de-escalation during outages
- Step-by-step user guidance & workflow support
- Networking fundamentals (TCP/IP, DNS, DHCP)
- POS peripherals (printers, payment terminals)
- Ticketing systems & case hygiene (Salesforce)
- Live call tools (Five9, Dialpad)
- Accurate escalation and reproduction notes
- Cross-team coordination (L2, Payments, Engineering)
Professional Experience
L1 Technical Support Specialist
Mad Mobile (Cake POS & Payments Platform) · Sarasota / Tampa, FL · Jan 2025 – Present
- Handle live phone & chat support for a Linux-based POS/payments ecosystem.
- First point of contact: structured intake capturing symptoms, context, impact.
- De-escalate tense situations; maintain calm & clarity under pressure.
- POS workflows, application behavior, printers, terminals, network paths.
- CLI validation & basic network verification (support context).
- Document every interaction in Salesforce: summaries, steps, outcomes.
- Escalate to L2/Payments/Engineering with complete reproduction notes.
Achievement: Employee of the Month — November 2025
Associate Technical Support Specialist
Mad Mobile · Sarasota, FL · Jan 2025 – Sep 2025
- Frontline POS support, “How do I?” guidance, basic troubleshooting.
- Initial incident intake & documentation to support escalation.
- Built strong fundamentals in accuracy, consistency, and service.
Promoted to L1 after 8 months (performance & reliability).
Information Technology Solutions Specialist
Cook Technology Corp. · Florida · May 2024 – Sep 2024
- On-site support in retail/restaurant environments.
- Switch/LTE failover/VOIP/display replacements & verification.
- Diagnosed primary internet loss, switch/cable/keystone faults.
Certifications
- CompTIA A+
- CompTIA Network+
- CompTIA Security+
- CompTIA IT Fundamentals+
Interested in My Technical Support Experience?
If you’re hiring for a Technical Support or Service Desk role supporting customer-facing production systems, structured troubleshooting, and clean escalation practices, my background aligns closely with these needs.