SUMMARY:

Passionate information technology professional with demonstrated excellence identifying and executing efficient and effective solutions that maximize customer satisfaction and facilitate brand loyalty. Thrives in challenging and fast paced environment where leadership opportunities and teambuilding opportunities exist. Excellent interpersonal and technical skills, as well as detail oriented, conscientious and driven to garner repeat customers and high staff morale.

TECHNICAL SKILLS:

• Microsoft Office
• Confidential products
• Customer service
• Data driven problem solving
• Record keeping
• Bilingual—fluent in English and Spanish
• Demonstrating proposed solutions
• Leadership development
• Mobile certified
• Team - building
• Professional development
• Efficient resolution and identification of problems
• Trouble-shooting

PROFESSIONAL EXPERIENCE:

IT Specialist Tier 1

Confidential, Germantown, MD

• Provide fast resolutions to a variety of issues that our customers encounter over onsite/offsite/remotely/phone, or via email.
• Document all software/hardware conditions being reported/stolen devices
• Informed customers about issue resolution progress
• Referred difficult issues to upper management while maintain positive rapport with customers.
• Maintained composure and patience in face of difficult customer situations
• Built and maintained successful relationships with service providers, dealers and consumers
• Displayed courtesy and strong interpersonal skills with all customer situations
• Resolved customer complaints and concerns with strong verbal and negotiation skills
• Provided base level IT support to company personnel
• Issued license codes to new and existing customers
• Software installation Microsoft, Macintosh, Blackberry Mobile UEM, Entrust, E Policy Orchestrator, Outlook, Director, Citrix, Remote Access, WebEx, Encryption, RSA Console
• Assist with LAN password resets, Outlook troubleshooting issues, support a verity of systems and applications that the DOE employees primary use.
• Serve 10 out of 15 Cabinet Level Department plus 50 + site offices across the United States.

Technical Specialist

Confidential, Bethesda, MD

• Troubleshoot, diagnose, and perform repairs of iOS devices and Confidential products
• Explained resolution to customer to garner customer understanding and facilitate decision making
• Introduced products to maximize customer satisfaction
• Maintained aggressive 15-minute resolution time with customers
• Met and exceeded all sales goals
• Maintained knowledge of current in-store and online products and services
• Responsible of providing the correct product to the customer in a timely matter
• Maintained accurate record keeping
• Kept stockroom organized, sent merchandize to proper facilities, and closed the back end of the store
• Managed and met multiple inventory deadlines
• Performed excellent customer service and greeted customers within seconds of arrival
• Guided customers by advising, selling, and setting up their new devices
• Maintained visuals and worked on overnights to update
• Consistently met and exceeded weekly sales goals

Customer Service Professional

Confidential, Rockville, MD

• Managed cash control
• Quickly resolved customer disputes and provided effective resolutions
• Contributed to a store sales increase of 20%
• Demonstrated excellent product knowledge and guidance to customers

Customer Service Professional

Confidential, Gaithersburg, MD

• Promptly greeted customers and directed to requested department
• Handled all cash and credit transactions
• Organized cash register and prepared for shift changes
• Efficiently resolved all customer complaints and maximized customer satisfaction