Proficient in MS Office, Citrix, Google Docs, Peoplesoft - Able to learn new programs without issue
Roan Ciardi
SURPRISE
Summary
Dedicated Technical Support Specialist with more than 10 years of experience including both remote and warehouse based support. Most recently providing phone-based technical support for mobile devices. Skilled in diagnosing and resolving smartphone hardware, software, network, and connectivity issues while delivering exceptional customer service. Strong communicator with the ability to explain technical concepts clearly and efficiently, ensuring high customer satisfaction and first-call resolution.
Overview
12
12
years of professional experience
Work History
Technical Support Specialist
Consumer Cellular
01.2019 - 07.2026
- Supported team members by partnering on technical triage and escalation support
- Provided phone-based technical support for Android and iPhone users.
- Diagnosed and resolved hardware, software, connectivity, and application issues.
- Guided customers through device setup, activation, and software updates.
- Assisted team members and customers with Wi-Fi, Bluetooth, mobile data, email, and account configuration.
- Documented customer interactions and technical resolutions in CRM software.
- Achieved high customer satisfaction by resolving issues efficiently and professionally.
- Escalated complex technical issues when necessary while maintaining excellent customer communication.
Warehouse Shift Manager (on site at Amazon PHX6)
Integrity Staffing Solutions and Prologistix
11.2014 - 12.2018
- Supervise daily warehouse operations, leading a team of warehouse associates to meet productivity and quality goals.
- Enforce OSHA regulations and company safety policies to maintain a safe work environment.
- Conduct daily safety meetings, equipment inspections, and workplace hazard assessments.
- Investigate incidents and implement corrective actions to reduce workplace injuries.
- Monitor employee performance, provide coaching, and train new team members on warehouse procedures and safety practices.
Education
Associates Degree -
Finger Lakes Community College
Skills
- Team Leadership & Employee Training
- Mobile Device Troubleshooting
- Android, iPhone & Tablet Support
- Network & Connectivity Troubleshooting
- Technical Problem Resolution
- Device Setup, Data Transfer & Activation
- Software Updates & Installation
- Wi-Fi, Bluetooth & Mobile Data Support
- Customer Service Excellence
- Ticket Documentation & CRM Systems
- Warehouse Operations Management
- OSHA & Workplace Safety Compliance
- Remote Troubleshooting
- Time Management
Software
Timeline
Technical Support Specialist
Consumer Cellular
01.2019 - 07.2026
Warehouse Shift Manager (on site at Amazon PHX6)
Integrity Staffing Solutions and Prologistix
11.2014 - 12.2018
Associates Degree -
Finger Lakes Community College