Adam Crawford
North Aurora,IL
Summary
Experienced Technical Support Advisor with proven ability to analyze, diagnose and resolve computer user support issues, as well as data entry for Microsoft and Apple related technologies. Determined to elevate any company to their full potential.
Overview
8
8
years of professional experience
Work History
Applecare Services Tier 2
Conduent
07.2021 - Current
- Assist customers with technical and billing related issues using Safeview screen sharing technology to remotely connect to their Apple devices.
- Act as on duty supervisor for advanced billing, technical and insurance related escalations.
- Work directly with IT help desk to troubleshoot advanced tech issues and glitches in Apple's software.
- Schedule call backs, work directly via email and provide chat support to customers with complex issues to ensure customer satisfaction
- Work directly with management weekly to review metrics and areas of improvement.
- Data logging for each call to ensure procedures are being followed properly and to ensure customer's security is protected.
- Average of about 30-50 calls and consultations per day.
- 93% satisfied survey rate over my 3 year tenure with the company.
Comcast Technical Support
Support.com
02.2019 - 07.2021
- Provide remote Technical Support for internet, phone and Cable for Xfinity Comcast.
- Schedule on-site appointments with technicians for installation and hardware related issues.
- Work with manager weekly to ensure call quality is up to par.
- Fulfill order's for new equipment purchases such as modems, wifi extenders, cable boxes and phones.
Server
Flanigan's
05.2016 - 01.2019
- Bussed and reset tables to keep dining room and work areas clean.
- Cultivated warm relationships with regular customers.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Explained menu items and suggested appropriate options for food allergy concerns.
- Monthly meetings with managers to review new pricing and specials for the coming weeks as well as ensuring restaurant is meeting performance goals.
- Assist with scheduling, checks, and data entry for inventory.
Education
No Degree - Computer Science
Miami Dade Community College
Miami, FLSkills
- Virtualization Technologies
- Remote Support
- Scripting Languages
- Incident Management
- Apple technology experience
- Microsoft technology experience
- Data entry
- Scheduling
- Security Protocols
- Application support
- Customer Support
- Problem Resolution
- Software Installation
Timeline
Applecare Services Tier 2
Conduent
07.2021 - Current
Comcast Technical Support
Support.com
02.2019 - 07.2021
Server
Flanigan's
05.2016 - 01.2019
No Degree - Computer Science
Miami Dade Community College