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Click here or scroll down to respond to this candidateCandidate's Name
Jacksonville, Fl PHONE NUMBER AVAILABLE EMAIL AVAILABLE LinkedIn/Candidate's Name 845 Recently completed an intensive IT program focused on developing skills in technical support to obtain the Google IT Support Professional certificate. 15+ years working as a field technician for various companies have led to developed skills in IT troubleshooting, a wide variety of technical repair skills, and excellent customer service. RELEVANT SKILLSTechnical Support & Troubleshooting Ticketing System User Training & Support Operating Systems Installation Software Installation & Configuration Customer Service Windows Linux Domain Name System (DNS) Networking System Administration STG Problem Solving TrainerEDUCATION & CERTIFICATESMerit America Virtual 05/2024Google IT Support Professional Certificate Skill development includes troubleshooting, customer support, networking, operating systems, systems administration, and security all the fundamentals of IT support that are critical for success in the workplace; comparable to the latest CompTIA A+ certificationAdditional Skill Development Completed hands-on coursework covering Microsoft 365, Windows 10, Spiceworks ticketing system, and fundamental cloud concepts. Samsung Customer Service Certificate, Samsung Repairtech Certificate And 27 other Certificates Google CyberSecurity Professional Certificate Virtual 01/2024 RELEVANT EXPERIENCEIT Support/Customer Support . Anthology,Jacksonville,FL 06/2024-Current Resolving IT support requests from employees Answering employee questions regarding computer systems Gathering and analyzing data to diagnose problems with computer systems Changing configurations, settings and permissions to fix computer issues Generating sign ins for new hires during the onboarding process Installing new software and hardware drivers and updating existing ones as needed Updating employees on the status of their service requests Logging all service requests and updating tickets as needed Technician/Customer Service Samsung, Jacksonville, FL 01/2021 - 03/2024 Repaired up to 50 small and large appliances, mobile devices, and computers weekly using expert troubleshooting methods gained through training and research, diagnosing using STG software, resolving networking issues, and replacing parts such as screens and circuit boards Executed outbound call campaigns targeting customers with recently purchased models to proactively schedule upgrades and repairs; achieving an average conversion rate of 2 clients per day for upgrade or repair services Responded to calls dealing with frustrated customers in a calm and reassuring manner to solve issues with appliances, maintaining an 80% customer satisfaction rating Trained new technicians, guiding them through a triage process for over 15 major appliances over an 8 week time frame, resulting in new trainees successfully being able to handle concerns and repairs, take careful documentation, and respond to customer issues to keep on file for future repairs Supervisor/Technician/Customer Service Sears, Albany, NY 06/2018 - 01/2021 Handled emergencies such as appliance fires and floods in customers homes, documenting and forwarding information to relevant public safety offices such as fire departments, police departments and insurance agencies Supervised 13 employees across 8 counties to ensure that all technicians had all appropriate technical support, responding to difficult technical questions from the field, and providing all necessary tools and equipment to manage the successful completion of over 600 client calls per weekADDITIONAL EXPERIENCETechnician/Customer Service Spectrum New York,NY 08/2015-06/2018 Over 7 years of Experience in setting up devices troubleshooting issues and optimizing settings, which also include running fios and cable lines,testing connectivity and strength of the signals coming into cable boxes and modems With a 75% completion rating and 8% callback score, certified for this position through multiple company training courses. Handling customer Service calls and issues and repairs as needed |
