IT Specialist Tier 1 Resume Germantown, MD - Hire IT People

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

We provide IT Staff Augmentation Services!

It Specialist Tier 1 Resume

Germantown, MD

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