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Click here or scroll down to respond to this candidateCandidate's Name
Street Address EMAIL AVAILABLE PHONE NUMBER AVAILABLEOBJECTIVEAn increasingly responsible trainer position in customer service, where proven decision-making and employee support and abilities will be used to improve organizational productivity.Optimum Jacksonville, Fl July 2022 PresentTechnical Support SpecialistTroubleshoot all technical issues until resolution. Resolving a wide range of technical issues affecting desktops, computers, and laptops through thorough diagnosis and troubleshooting methodologies.Set up Field Tech Deployment for scheduled Trouble call issues.Compensate Customers for service interruptions.Interact with other Departments in order 2 meets Customer NeedsMaking sure computer systems and software are up to date.Writing guides and instructions for using technology.Knowing how to use both Windows and Linux systems.Changing desktop programs to fit what users want.Working with bosses and helping with IT rules.Substantiating requests for hardware and software purchases and upgrades, if appropriate.COVID-Related Gap (January 2020 - June 2022)Temporary absence from workforce due to COVID-19 illness. Used this time for recovery and personal development.Apple - Jacksonville, Fl November 2018 January 2020Senior Technical AdvisorHandling escalated calls and chats.Supporting customers via phone, e-mail, chat.Effectively tailor communication and style to differing audiences.Experience in diagnosing and resolving hardware and software issues for laptops, home computers, and mobile devices, with a focus on Apple products.Experienced in utilizing remote access tools to troubleshoot and resolve technical issues remotely, enhancing efficiency and customer satisfaction.Can explain solutions in a simple way over the phone so people can understand and fix their devices.Self-manage and work independently in a fast-paced, constantly changing environment.Research and grasp technical information across multiple tools while talking with customers.Technical Advisor (Apple) August 2018 October 2018Time management including ability to multi-task, organize and prioritize.Acquiring skills in technical troubleshooting and an eagerness to learn and take on new challenges.Customer service and ownership of the customer experience including comprehensive issue resolution.TDS - Lake Ashbury 2012 - 2017Sales/Customer Support SpecialistAssisted customers with purchases and set appointments for delivery of products and or merchandise.Overseen daily sales operations, initiated incoming inbound as well as outbound calls.City Isuzu Jacksonville 2005 - 2011Lead SalesmanServed as liaison between customers, personnel, and various departments.Confirmed appropriate resolutions to customer issues. Directed employee training and meetings. Fielded an average of 50 calls per day.EDUCATION Nathan Bedford Forrest, JacksonvilleDiploma, Academics, 1987GPA: 2.9, Major GPA: 2.9. Cadet Commander Of AFJROTC . Won National Drillteam Championship under my watch in 1987.Generation - You Employed, Inc., Jacksonville, FLCertificate, Retail Career Advancement, 2018Participant/ TraineeSelected through competitive application process to participate in 60-hour, 3-week training program.Receive official certification through the National Retail Federation (NRF)Demonstrated expertise in skills including customer service, cash transactions, adaptive communication, cross-selling, problem solving, teamwork, and empathy.Excelled in role-plays, simulations, and participated in site visits to local retail and hospitality centers. |
