SUMMARY:
- Through my dedication for hard work, consecutive self - improvement, and determination to achieve success, I seek to secure a career opportunity in which I can make a significant contribution to the success of my employer.
- Extremely organized and high degree of self-initiative
- Windows, Macintosh, and iOS troubleshooting
- Remote advisor troubleshooting
- Leadership, coaching, mentoring, and floor support
- Excellent written and oral communication skills, analytical and problem-solving skills
- Technically proficient in Microsoft Office - Outlook, Word, Excel, PowerPoint, Project
- Adobe Dreamweaver, Adobe Illustrator, HTML, CSS, and Adobe Photoshop
- Attention to detail and fast pace work environment
- Team oriented in group assignments/problem solving skills and strategies
PROFESSIONAL EXPERIENCE:
Confidential, Richmond, VA
Technical Support Representative
Responsibilities:
- Perform technical troubleshooting while providing superior customer service via phone/chat.
- Create tickets per incident using iLog-ticketing system.
- Utilize Bomgar to provide remote assistance for users.
- Troubleshoot all incidents and inquiries to ensure high percentage of first call resolution incidents.
- Chosen by Team Leader to mentor and do floor support to assist new Tier 1 Technical Support Advisors on the floor on how to effectively troubleshoot iOS issues while adhering to work policies and procedures.
- Remove and add software to clients computers
- Voted pod leader, to coach advisors to uphold standards and metrics
- Assist team leader in ensuring quality assurance metrics are met as a team
Confidential, Richmond, VA
Computer Sales Associate
Responsibilities:
- Demonstrate high level customer service
- Meet sales quotas by determining what services and products best fit the customer
- Maintain knowledge base of up to date products and technologies
Confidential, Richmond, VA
Technical Service Representative
Responsibilities:
- Answer inbound phone calls to troubleshoot lost shipments per customer.
- Schedule new shipments and pickups per customer request.
- Properly notate accounts and creating tickets in database on customer issues and solution to call.
- Demonstrate high customer service and troubleshooting skills in fast pace work environment with minimal supervision.
Confidential, Dublin, VA
Ammunition Specialist
Responsibilities:
- Manage all ammunition using accuracy-focused, detailed-oriented skills.
- Work in a successful team-oriented environment with light supervision in the workplace with attention to detail.
- Stay up to date with methods that are constantly changing within the military’s procedures.
Confidential, Christiansburg, VA
Technical Service Representative
Responsibilities:
- Answer inbound phone calls to troubleshoot and provide specific instructions to customers for assistance with dish problems.
- Responsible for staying up to date with methods for assisting customers due to system updates.
- Read, comprehend, and properly notate trouble tickets for each customer call.
- Successful and comfortable with high volume workloads at fast pace manner while still meeting policy standards.
- Demonstrate strong customer service skills along with sales.
