Summary
Overview
Work History
Education
Skills
AREAS OF EXPERTISE
Timeline
Generic

JOACHIM BRAMBLE

Somerville,MA

Summary

Dynamic and adaptable Technical Support Representative with a proven ability to deliver clear, actionable guidance to clients. Expertise in enhancing customer interactions and contributing to engineering initiatives for supported products, resulting in improved user satisfaction and product performance. Committed to fostering positive relationships and driving solutions that empower customers. Strong problem-solving skills and a technical background ensure effective support in a fast-paced environment.

Overview

6
6
years of professional experience
3
3
years of post-secondary education

Work History

Store Associate

WHOLE FOODS MARKET
Cambridge, MA
03.2019 - Current
  • Demonstrate collaboration skills and teamwork while supporting colleagues in other departments of the store, including customer service, cashiering, and grocery.
  • Uphold high level of customer service standards and maintain product knowledge as well as knowledge of store operations.
  • Provide information to customers regarding item availability and product specifications, maintaining knowledge of more than 50 items.
  • Assisted with inventory management, ensuring accurate counts and proper storage of products.
  • Utilized strong multitasking abilities to manage multiple responsibilities simultaneously during busy periods.

Technology Intern

HARVARD BUSINESS SCHOOL
Boston, MA
07.2024 - 01.2025
  • Monitor incoming service channels (call center phone system, ServiceNow ticketing system) and collaborate with teammates to address customer needs in a timely manner.
  • Accurately document and track work in ticketing system from intake through resolution, using current standards and best practices to triage, escalate, and resolve work.
  • Manage and update open ticket queue with detailed information as work advances.
  • Drive satisfaction by communicating well and setting appropriate expectations with stakeholders.
  • Proactively escalate service issues, trends, and improvement suggestions to senior peers and management as needed.
  • Build, configure, deploy, and maintain personal computing products using standard procedures, including desktops, laptops, tablets, research workstations, and mobile devices.
  • Install and troubleshoot Harvard Business School standard business software suites and platforms including Microsoft operating systems, Office applications, Outlook/Exchange, SharePoint, encryption, backup and maintenance software, and various productivity packages.
  • Part of printer project that deployed over 20 new printers to Student living groups.
  • Involved in project that deployed the installation of Windows 11 to over 40 Student living groups.
  • Collaborated with other interns on printer project to meet program requirements and demonstrate skills development.

Education

Certificate of Technical Studies - Information Technology

YEAR UP
Boston, MA
03.2024 - 07.2024

Associate’s degree - Information Technology

BAY STATE COLLEGE
Boston, MA
09.2015 - 05.2018

Skills

IT troubleshooting

IT documentation

System upgrades

Troubleshooting and Diagnostics

User support

LAN/WAN

TCP/IP

Desktop support

Service support

Windows 10

Ticket support system management

Customer service

Active listening

Ticket management

Data entry

Verbal and written communication

Hardware troubleshooting

System administration

Inkjet technology

Printer maintenance

Computer hardware troubleshooting

Project management

Technical support

Hardware maintenance

HelpDesk support

Microsoft office

AREAS OF EXPERTISE

Hardware/Software Troubleshooting | Technical Support | Network Infrastructure | Information Security | Customer Service

Timeline

Technology Intern

HARVARD BUSINESS SCHOOL
07.2024 - 01.2025

Certificate of Technical Studies - Information Technology

YEAR UP
03.2024 - 07.2024

Store Associate

WHOLE FOODS MARKET
03.2019 - Current

Associate’s degree - Information Technology

BAY STATE COLLEGE
09.2015 - 05.2018

Similar Profiles

CREATE PROFILE
JOACHIM BRAMBLE