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Click here or scroll down to respond to this candidateCandidate's Name
Richmond, VAEMAIL AVAILABLEPHONE NUMBER AVAILABLEWork ExperienceSenior Support SpecialistTRADEPENDING-Richmond, VAMay 2022 to August 2024 Utilized HTML and CSS to implement tools on dealership websites Responded to calls, emails and chats to address inquiries and resolve issues Created searchable knowledge base and became proficient with Salesforce to track issues and document their resolutionsField OrganizerCADC-Richmond, VASeptember 2020 to May 2022Assisted in the recruitment, interviewing, hiring, training and continued development of canvassing team.Provided canvassers with the positive leadership, resources, guidance, and technical support required to succeed Ensured canvassers properly performed their roles and maintained accurate and reliable data General ManagerWipe Me Down Mobile Detailing-Richmond, VAJuly 2007 to September 2021Recruited, trained and motivated team members and management with an emphasis on the importance of keeping service level agreements and providing exceptional customer service.Oversaw upgrade of website that implemented e-commerce functionality and real time service availability.Developed a marketing strategy that resulted in a 50% increase in contracted client base; utilizing cold calls, direct mail, and an increased internet presence.Introduced customer incentives and merchandising solutions to attract new business, build visibility, encourage repeat business, and increase sales.IT Support SpecialistWorkMarket.com-Richmond, VAApril 2004 to September 2020Supervised team in rollout of Microsoft Windows 10 on 250+ desktop workstations in 3 locations.Performed wireless site surveys and created spreadsheets detailing dead zones and recommended equipment upgrades.Implemented cat5 based and wireless networks for small office and home users.Dispatched on site to resolve PC, hardware, software, telephony, and networking issues. LAN AdministratorHughes Network SystemsFebruary 2005 to February 2007Managed broad range of installation, upgrade, roll-out and troubleshooting for Windows-based networksProvided technical leadership and point of escalation to network and operations technicians during network outages and maintenance/change window activitiesResponsible for installation and configuration of Windows 2003 server to support devices such as automatic cross polarization servers, IP gateways, satellite gateways, timing unit servers and network health monitors.Network TechnicianHughes Network SystemsAugust 2003 to February 2005Utilized tools such as SMARTS, HP OpenView and MRTG to proactively monitor network connections, identify traffic fluctuations and outages, and analyze real time network statistics.Assisted enterprise helpdesks, consumer help desks, and satellite installation/repair teams with escalated DirecWay and Personal EarthStation remote issues.Consistently resolved outages affecting the DirecWay network without the need for escalationResponsible for managing monthly maintenance windows, coding updates and revisions of core servers,and software rollouts on servers and other networked equipment. Incident AnalystCapital OneNovember 2002 to July 2003Responsible for monitoring local and international network activity. Responded to critical alerts revealing loss of connectivity, loss of equipment, system outages, high server utilization, software failure and telephony issues.Researched and applied known resolutions for previously documented issues. Provided technical assistance to help desk analysts in resolving and recording new issues.Engaged appropriate support groups when necessary. Initiated and maintained conference bridges, ensuring appropriate escalation goals and service level agreements were met and confirmed successful resolution of issues with an emphasis on minimizing business impact Capital One-Richmond, VAJune 2002 to July 2003Helpdesk AnalystCapital OneJune 2002 to November 2002Performed 2nd level overnight helpdesk functions for an international call center on a team of 3-6 analysts.Provided support for Novell Netware, Microsoft Windows, NT, XP, and Macintosh platforms in addition to password resets, PC, phone, PDA, video, and basic telephony issuesTrained incoming staff to use helpdesk applications quickly and efficiently Small Systems Computer SpecialistUnited States Marine Corps Reserve-Jacksonville, NC June 1999 to June 2002 Provided helpdesk support for 250-300 senior enlisted and commissioned staff members Provided support as field technician when resolution could not be achieved using remote tools Senior enlisted personnel/project manager in charge of installation and testing of 250 desktop workstations, including OS and other software installation and configuration. EducationBachelor's in Computer Information SystemsVirginia Union University - Richmond, VACertifications and LicensesSubstance Abuse Counseling CertificationAssessmentsWork style: Reliability ProficientFebruary 2022Tendency to be reliable, dependable, and act with integrity at work Full results: ProficientBasic mechanical knowledge ProficientJuly 2021Understanding and applying mechanical concepts and processes Full results: ProficientFood service: Customer situations ProficientJuly 2022Identifying and addressing customer needs in a food service setting Full results: ProficientTechnical support ProficientJune 2022Performing software, hardware, and network operations Full results: ProficientCustomer focus & orientation ProficientMarch 2023Responding to customer situations with sensitivity Full results: ProficientData entry: Attention to detail ProficientJanuary 2023Maintaining data integrity by detecting errorsFull results: ProficientSocial media ProficientMarch 2023Knowledge of social media techniques and analytics interpretation Full results: ProficientTechnical support: Customer situations Proficient September 2024Responding to technical support situations with sensitivity Full results: ProficientDelivery driver ProficientJuly 2022Interpreting instructions or signs and solving problems Full results: ProficientCustomer service ProficientMarch 2023Identifying and resolving common customer issuesFull results: ProficientCall center customer service ProficientMarch 2023Demonstrating customer service skills in a call center setting Full results: ProficientIndeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field. |
